Job Description

Job Purpose :

To manage customer relationships and ensure exceptional service delivery for chili sauce and ketchup products, handling customer inquiries, resolving complaints, and maintaining strong partnerships with distributors, retailers, and end consumers.

Roles & Responsibilities :

Develop and implement customer service policies and procedures. Manage customer service team including representatives and coordinators. Handle escalated customer complaints and ensure timely resolution. Maintain customer database and track service metrics and performance indicators. Coordinate with sales team on customer orders, deliveries, and account management. Process customer orders, returns, and warranty claims efficiently. Develop customer service training programs for staff. Monitor customer satisfaction through surveys and feedback collection. Collaborate with Production Manager on order scheduling and delivery commitments. Work with QA/QC Manager to address quality-related customer concerns. Support new product launches with customer education and training materials. Manage distributor and retailer relationships and support programs. Prepare customer service reports and analyse trends for management. Coordinate with logistics team to ensure on-time deliveries. Handle product recalls and customer notifications when necessary. Develop customer retention programs and loyalty initiatives. Support trade shows and customer events as needed. Maintain knowledge of product specifications and applications to assist customers.

Job Requirements :

Bachelor's degree in Business Administration, Marketing, Food Science, or related field. Minimum 5-7 years' experience in customer service, preferably in food manufacturing. Strong knowledge of chili sauce and ketchup products, applications, and market segments. Understanding of food distribution channels and supply chain processes. Excellent communication and interpersonal skills. Proficiency in CRM software and customer database management. Strong problem-solving and conflict resolution abilities. Leadership and team management experience. Knowledge of food safety regulations and quality standards. Understanding of logistics, shipping, and order fulfilment processes. Analytical skills for tracking and reporting customer metrics. Ability to work under pressure and handle multiple priorities. Computer proficiency including Microsoft Office and customer service platforms. Strong organizational skills and attention to detail. Cultural sensitivity for dealing with diverse customer base.
Job Type: Full-time

Pay: RM4,294.74 - RM8,205.49 per month

Benefits:

Opportunities for promotion Professional development
Education:

Bachelor's (Required)
Experience:

customer service, food manufacturing: 5 years (Required) F&B or Manufacturing industry: 5 years (Required)
Work Location: In person