Job Description

Role summary:

The Customer Service Specialist is responsible to manage the customer service functions by ensuring that customers orders are acknowledged and follow up closely to ensure there are availability of the stocks and movement of products are processed through the organization and to ensure customers\xe2\x80\x99 orders are handled with cost-effectively, as well as to uplift our level of customer service by addressing all the issues to ensure customers satisfaction.

Key responsibilities and activities include, but is not limited to:

• Respond to customer queries on a timely manner and accurate way, via phone, email,etc.
• Identify and communicate effectively with customer needs and help customers use specific features.
• Monitor customer complaints and reach out to provide assistance.
• Share feature requests and effective workarounds with team members.
• Gather customer feedback and share with our Product, Sales and Marketing teams.
• Ensuring customer satisfaction or referring customers to Sales team.
• Work closely with Planners and Sales on non-standard products, e.g; special packaging, lamination, cut size, etc.
• Collect orders through email/ phone calls/group chat / salespersons and walk-in customers. Sell, plan, coordinate, schedule, deliver, credit control, etc.
• Coordinate with Logistic team on trucks arrangement and/or labor for huge/bulky orders which may have special delivery or on-site requirements.
• Obtain latest and updated prices for projects: keeping close track of all customers\xe2\x80\x99/ resellers\xe2\x80\x99 project orders and outstanding blanket orders.
• Create new product codes and prices.

Communication & Working Relationships

• Work closely with CS team members, Planners, Logistics dept, Sales dept and other related dept.
• Report directly to the CS Manager, MY.

Personal qualities:

• Plans and organizes the own work timely and effectively.
• A positive attitude and ability to build relationship with clients.
• Good communication and interpersonal skills.
• Ability to work independently and is a team player.
• Excellent verbal and written communication skills in English and Bahasa Malaysia.
• Multi-tasking, problem-solving, and time management.
• Able to work within a tight deadline and under pressure.

Required Skills & Experience

• At least 5 years working experience in customer service (B2B) within manufacturing environment, preferably in building materials industry.
• Minimum Diploma in business, communication or a related field may be advantageous.
• Previous experience in a customer service role is preferred.
• Well-verse in MS Office and SAP system.
• Experience in working with regional customers based and stakeholders.
• Possess own transport.

Other Informations

• Work Station: Bukit Raja,Klang / Ayer Keroh,Melaka
• Working Hour: Monday - Friday (8.30am - 5.30pm)
• Friendly Working Environment
• Employee Insurance coverage for Personal Accident & Term Life
• Employee & Family Insurance coverage for Hospitalization Surgical and Medical Expenses
• Career Growth

Rockwool