Lapasar Hiring! Full Time Client Success - Operations Executive in Selangor - Ricebowl

Company Description

Lapasar is Malaysia's leading B2B procurement marketplace, specifically designed for government-linked companies (GLCs), large corporations, and public sector entities managing indirect and long-tail spending. The platform connects enterprise buyers with a pre-screened network of suppliers offering products across various categories, offering features such as seamless ERP integration with systems like SAP and Oracle and a managed fulfillment model supported by a dedicated operations team. Trusted by Malaysia's largest GLCs in industries such as energy, telecommunications, and healthcare, Lapasar eliminates platform costs and streamlines procurement processes for organizations. The company operates with a mission to simplify B2B transactions and drive operational efficiency.

Role Description

As we continue to grow, we're looking for a proactive, customer-focused Operations & Client Success Executive to join our team. In this role, you'll work closely with enterprise clients, suppliers, and internal teams to deliver an exceptional procurement experience while driving operational excellence.

Key Responsibilities

Customer Service & Support

Be the first point of contact for clients — responding to live chats, calls, and emails promptly.

Open and manage support tickets for issues that require escalation, ensuring timely resolution by

the appropriate PIC.

Track recurring issues, provide feedback for process improvement, and document common pain

points.

Maintain high service standards and user satisfaction by providing professional and empathetic

support.

Order Fulfillment & GRN Coordination

Monitor the full order lifecycle: order acceptance, delivery timelines, vendor SLAs.

Liaise with vendors and logistics partners to ensure timely and accurate deliveries.

Support clients with GRN (Goods Receipt Note) completion:

Collect Proof of Delivery (POD)

Coordinate between vendors and users on discrepancies

Ensure system records are updated correctly for payment processing

Sourcing & Supplier Coordination

Identify, evaluate, and negotiate with suppliers to fulfill client requirements at optimal cost and

quality.

Ensure continuous availability of products, especially fast-moving and contract SKUs.

Coordinate with internal stakeholders to meet urgent sourcing requests or special requirements.

Support ad-hoc procurement needs from high-value clients and projects.

Vendor Onboarding & Enablement

Identify suitable vendors for product categories and geographic locations.

Onboard vendors onto the Lapasar platform, guiding them through catalog setup and order

management.

Provide training and performance feedback to vendors to uphold fulfillment SLAs and quality

standards.

Run refresher training where needed and ensure compliance with platform processes.

Client Account Setup & Workflow Configuration

Assist with onboarding of new clients by configuring users, budgets, and approval workflows.

Maintain and update account settings for existing clients as their needs evolve.

Troubleshoot and resolve workflow-related issues (e.g., approval loops, budget errors) efficiently.

User Engagement & Platform Adoption

Conduct onboarding and walkthroughs for new users.

Promote adoption of core features (e.g., ordering, budget tracking, GRNs) and resolve user-side

friction.

Track usage patterns and engagement levels to identify clients who need support or reactivation.

Support usage campaigns, feature rollouts, or training sessions as required.

Tech Liaison & Bug Resolution Management

Act as the primary liaison between clients, operations teams, and the Tech/Product team for platform bugs and technical issues.

Log, document, and prioritize bug reports with clear replication steps, screenshots, and impact details.

Coordinate with Tech to ensure timely investigation, fixes, and deployment, especially for issues affecting active orders or GRN workflows.

Track bug resolution timelines and follow up proactively to ensure SLAs for critical issues are met.

Provide status updates to clients and internal stakeholders until issues are fully resolved.

Validate fixes after deployment and ensure the system is functioning correctly before closing tickets.

Maintain documentation of recurring bugs and work with Tech/Product to recommend long-term improvements.

Sales Execution & Revenue Support

Identify upsell and cross-sell opportunities based on client behavior and needs.

Engage clients proactively to consolidate or expand their spend on the platform.

Collaborate with the Sales team to follow up on leads and hit monthly order targets.

Track account performance and propose tactical actions to boost order frequency and average

order value.

Cross-Departmental Coordination

Work hand-in-hand with teams from Tech, Finance, Product, Ops, and Business Development.

Share ground-level insights with internal teams to improve system workflows and client experience.

Assist on cross-functional projects, client-specific campaigns, or special ops initiatives.

Skills & Attributes

• Strong follow-up discipline
• Confident and professional communicator
• Results-driven and resilient
• Team player with a proactive and positive attitude

Requirements

• Preferred Bachelor's Degree in a related field. Equivalent qualifications and relevant working experience will also be considered.
• Candidates with 1–3 years of experience in Customer Success, Procurement, Operations, Account Management, Supply Chain, or B2B Support will have an added advantage.
• Strong communication skills in English and Bahasa Malaysia, Proficiency in additional languages is an added advantage.
• Excellent customer service and stakeholder management skills.
• Strong problem-solving, coordination, and follow-up abilities.
• Able to manage multiple tasks and priorities in a fast-paced environment.
• Self-motivated, proactive, and able to work independently as well as collaboratively within a team.

Why Join Lapasar?

• Work with Malaysia's leading GLCs and enterprise clients.
• Gain exposure to procurement technology, ERP systems, and B2B operations.
• Fast-paced learning environment with excellent career growth opportunities.
• Be part of a collaborative team that values ownership, innovation, and continuous improvement.

Benefits

• EPF / SOCSO / EIS contributions
• Annual Leave, Medical Leave, and Public Holidays in accordance with Malaysian labour law
• Medical benefits (Outpatient & Hospitalisation)
• business mobile usage
• Mileage or transport claims for work-related travel
• Career development and progression opportunities within a fast-growing B2B procurement technology company.

Salary Range : RM 3000.00 - RM 4000.00

Join us and be part of a fast-growing technology company that's transforming how businesses procure products and services across Malaysia.