Synbone Hiring! Full Time Customer Service Officer in Johor - Ricebowl

Job Purpose

• Provide outstanding customer service by responding to inquiries, resolving issues, and addressing customer concerns via phone, email, or in-person meetings (Mic.TEAMs) across different regions (EMEA, LATAM, APAC, NA, MENA).

• Process customer orders accurately and in a timely manner, ensuring all details are entered correctly into the ERP system (Business Central).

Qualifications & Skills

• Bachelor's Degree in any field is required.

• 3-5 years of relevant working experience in a related field, with knowledge of production planning.

• Basic knowledge of ERP systems and CRM; experience with Microsoft Dynamics 365 Business Central is advantageous.

• Familiarity with shipping processes is an added advantage.

• Effective communicator with strong written, verbal, and interpersonal communication skills, along with leadership abilities.

• Proficiency in fluent business English and Bahasa Malaysia, both written and verbal.

• Knowledge of production planning is required to ensure coordination between sales and production teams.

• Ability to speak either German, Spanish, or Portuguese is a definite advantage.

Principal Duties & Responsibilities

• Process global sales orders via emails and phones efficiently and accurately.

• Maintain customer records meticulously in the ERP system (Business Central), including updating information and order details.

• Identify customers' needs and develop value propositions to meet their requirements, enhancing overall customer satisfaction.

• Demonstrate patience and confidence in resolving customer tasks, addressing quality issues, managing return delivery processes, and offering recommendations and solutions promptly.

• Adopt a self-driven, proactive, and team-oriented approach to tasks and responsibilities.

• Be flexible to work outside normal business hours as needed to accommodate customers in different time zones.

• Assist the sales team with administrative tasks such as preparing sales quote, order confirmation, maintaining customer databases, and coordinating sales-related activities.

• Collaborate closely with the production team to understand production schedules, capacity, and lead times for order fulfillment.

• Collaborate with other departments such as marketing, logistics, and finance to ensure seamless order fulfilment and customer support.

• Communicate shipping updates, tracking information, and delivery status to customers proactively, Familiar with shipping terms (incoterms) e.g. DAP, DDP, Ex-Work.

• Stay updated on product/service offerings, pricing, and promotions to effectively communicate information to customers and support sales team.

• Maintain accurate records of customer interactions, transactions, and communications for future reference and analysis.

• Fulfil ad-hoc requests from superiors promptly and efficiently.

• Adhere to 5S principles as well as safety and health regulations, maintaining a clean, organized, and safe work environment.