ESSENCE FURNITURE SDN BHD Hiring! Full Time Customers Service Executive in Pulau Pinang, Earn up to MYR 4,000 - Ricebowl

Job Summary

The Customer Service Executive is responsible for delivering excellent customer support by handling customer enquiries, processing sales orders, coordinating deliveries, and ensuring smooth communication between customers and internal departments. The role also supports shipping and logistics operations for export and local deliveries, manages e-commerce platforms, and assists in maintaining high customer satisfaction while ensuring efficient order fulfilment.

Key Responsibilities

A. Customer Service

• Respond promptly to customer enquiries via email, phone, WhatsApp, Alibaba, Shopee and other communication channels.
• Process customer quotations, sales orders and invoices accurately.
• Follow up on customer orders from confirmation until delivery.
• Maintain good relationships with customers by providing professional after-sales service.
• Resolve customer complaints efficiently and coordinate corrective actions with relevant departments.
• Update customers on order status, production schedules and delivery timelines.
• Coordinate closely with Sales, Production, Warehouse and Accounts departments.
• Maintain complete and accurate customer records and documentation.
• Prepare sales reports and customer service reports when required.

B. Shipping & Logistics Coordination

• Coordinate with shipping agents and freight forwarders for vessel bookings.
• Arrange container bookings and monitor vessel schedules.
• Coordinate container pull-in and pull-out schedules with transporters and warehouse personnel.
• Prepare and verify shipping documents, including:
• Commercial Invoice
• Packing List
• Bill of Lading
• Certificate of Origin
• Shipping Instructions
• Export declarations
• Other export documentation as required
• Ensure shipping documents are accurate and submitted within required timelines.
• Track shipment status and provide shipment updates to customers.
• Coordinate with customs agents for export clearance.
• Monitor shipping costs and logistics expenses.
• Resolve shipping issues, delivery delays and documentation discrepancies.
• Maintain proper filing of shipping documents.

C. Customer Payment Follow-up

• Monitor customer payment due dates.
• Follow up outstanding payments with customers professionally.
• Coordinate with the Accounts Department regarding payment status.
• Ensure customer payments are received before shipment where applicable.
• Assist in resolving payment-related issues.

D. E-Commerce Operations

• Manage and update product listings on e-commerce platforms such as:
• Shopee
• TikTok Shop
• Alibaba
• Company Website
• Upload new products with accurate descriptions, specifications and images.
• Ensure pricing and inventory information are updated regularly.
• Process online customer orders.
• Respond to customer enquiries on e-commerce platforms.
• Monitor customer reviews and maintain high seller ratings.
• Coordinate promotional campaigns, vouchers and online marketing activities.
• Work with the Marketing team to improve product visibility and sales performance.
• Analyse platform sales performance and prepare reports.
• Monitor competitors' pricing and promotional activities.

E. Documentation & Administration

• Maintain accurate filing of sales, shipping and customer documents.
• Prepare monthly sales, shipping and customer service reports.
• Update customer databases and CRM records.
• Ensure compliance with company procedures and documentation requirements.

F. Ad Hoc Duties

• Perform any other duties assigned by Management.
• Support cross-functional projects whenever required.

Job Requirements

Education

• Diploma or Bachelor's Degree in Business Administration, Marketing, International Business, Logistics, Supply Chain Management or equivalent.

Experience

• Minimum 2 years of experience in Customer Service, Sales Coordination, Shipping, Logistics or E-Commerce.
• Experience in furniture manufacturing or export industry is an added advantage.

Technical Skills

• Microsoft Office (Excel, Word, Outlook)
• SQL system knowledge is preferred.
• Experience using Shopee Seller Centre, TikTok Shop Seller Centre and Alibaba.
• Basic knowledge of export shipping documentation.
• Basic understanding of international trade procedures.

Soft Skills

• Excellent communication and interpersonal skills.
• Strong organisational and time management abilities.
• Good problem-solving and coordination skills.
• Attention to detail and accuracy.
• Ability to work under pressure and meet deadlines.
• Positive attitude with strong customer service orientation.
• Team player with the ability to work independently.

Job Types: Full-time, Permanent

Pay: RM3,600.00 - RM4,000.00 per month

Benefits:

• Free parking
• Maternity leave
• Meal allowance
• Opportunities for promotion
• Professional development

Application Question(s):

• Where is your area of living?
• What is your age?
• What is your expected monthly salary?
• Do you have experience in dealing with the freight forwarder for the coordination of shipping documents such as BL & Customs Form? How many years of experience do you have?
• What are the languages are you familiar with?
• Do you have experience in issuing sales documents such as invoice & packing lists? How many years of experience do you have?

Education:

• Diploma/Advanced Diploma (Preferred)

Work Location: In person