全职 CUSTOMER SERVICE (CS) 工作, 薪水 up to MYR 7,000, Syalldy Golden Enterprise Johor 公司招聘中 - Ricebowl

. Job Purpose

To manage customer enquiries, sales orders, delivery schedules, and customer complaints while coordinating closely with Production, Planning, Quality Assurance (QA), Warehouse, and Logistics to ensure timely delivery and customer satisfaction.

2. Key Responsibilities. Customer Order Management

• Receive, review, and process customer purchase orders (POs) in the ERP system.
• Verify part numbers, product specifications, quantities, prices, and delivery dates.
• Monitor customer orders and ensure accurate order entry and documentation.
• Prepare and issue order confirmations to customers.
• Maintain updated customer records, forecasts, and order schedules.

B. Production and Delivery Coordination

• Coordinate with Production Planning to confirm production schedules and delivery commitments.
• Monitor order progress and follow up on production status to meet customer requirements.
• Liaise with Warehouse and Logistics to arrange finished goods delivery.
• Monitor delivery performance and ensure on-time delivery (OTD).
• Inform customers promptly of delays, shortages, or changes in delivery schedules.
• Coordinate urgent orders and production priorities with relevant departments.

C. Customer Communication

• Serve as the main point of contact for customer enquiries and order-related matters.
• Respond to customer emails, telephone calls, and requests professionally.
• Provide updates on order status, delivery schedules, and product availability.
• Maintain good customer relationships and ensure timely follow-up.
• Coordinate customer visits, meetings, and business reviews when required.

D. Quality Issues and Customer Complaints

• Receive and record customer complaints relating to injection moulded parts, including:
• Dimensional defects and out-of-specification products.
• Short shots, flash, sink marks, warpage, and colour variations.
• Surface defects, contamination, and appearance issues.
• Packaging defects, incorrect quantities, and mixed parts.
• Coordinate with QA/QC and Production to investigate customer complaints.
• Follow up on corrective and preventive actions (CAPA), 8D reports, and customer feedback.
• Monitor complaint closure timelines and ensure customers receive timely responses.
• Coordinate product returns, replacement parts, and sorting activities where necessary.

E. Inventory and Shipment Monitoring

• Check finished goods availability against customer requirements.
• Coordinate with Warehouse to monitor stock levels and prevent shortages.
• Follow up on packaging specifications, labelling requirements, and shipment documentation.
• Monitor delivery orders (DO), invoices, and other relevant shipping documents.
• Ensure compliance with customer-specific delivery and packaging requirements.

F. Reporting and Documentation

• Prepare daily, weekly, or monthly customer service reports.
• Monitor key performance indicators (KPIs), including:
• On-Time Delivery (OTD).
• Customer complaint rate.
• Order fulfilment rate.
• Backlog and overdue orders.
• Customer response and complaint closure time.
• Maintain accurate records of customer orders, complaints, forecasts, and correspondence.
• Support internal and external audits by providing relevant customer documentation.

G. Cross-Functional Coordination

• Work closely with Sales, Production Planning, Production, QA/QC, Warehouse, Procurement, and Logistics.
• Communicate customer demand changes and urgent requirements to relevant departments.
• Support new product introduction (NPI), trial runs, sample submissions, and customer approval processes where required.
• Assist in resolving production shortages, quality issues, and delivery discrepancies.

Pay: RM2,500.00 - RM7,000.00 per month

Work Location: In person