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Customer Service Specialist

Supply Chain Johor Bahru Full-time Malaysia

Job Description

This role is responsible for delivering a seamless order processing and customer service experience to all customers. The objective is to ensure that all orders and delivery-related issues are resolved promptly and accurately, maintaining the highest level of customer satisfaction at all times. KPIs include order accuracy, timeliness, responsiveness and customer satisfaction;

This role provides a complete order process and customer service facility to all customers. This to ensure that all orders and delivery issues are promptly resolved in order to maintain the highest level of customer service at all times:

  • Process Customer Orders according to target.
  • Number of end user customers on target.

Handling calls and enquiries daily according to the defined target service team, to successfully manage customer orders, execute operational plans and provide excellent customer service.

1. Order Processing

  • Ensure accurate and timely processing of all customer orders to eliminate errors and maximize service levels;
  • Analyse service failures and recommend improvements to enhance customer satisfaction and drive sales;

2. Customer Complaint Resolution

  • Handle customer complaints efficiently to reduce the number of recurring issues by:
    • Proactively informing customers of potential shortages, including reasons and next availability;
    • Processing all allocated customer returns and queries, logging complaints, and ensuring timely resolution;
    • Gathering and evaluating all relevant information to address inquiries and complaints effectively;
  • Prepare and submit reports on customer complaints as requested by the Customer Services Lead;

3. Stock Data Management

  • Proactively inform customers of available stock and delivery options;
  • Identify potential stock issues and communicate promptly with customers and internal stakeholders (e.g., Sales) to maintain strong customer relationships;

4. Delivery Coordination

  • Provide Logistics Operators with adequate lead time to plan, coordinate, and dispatch deliveries;
  • Ensure deliveries meet required deadlines while maximizing resource utilization and minimizing costs;
  • Focused on Export Shipping (export documentation & compliance, freight forwarder/carrier alignment and coordination with LSP);

5. Administration

  • Maintain and update customer account data and master records accurately;
  • Provide ongoing administrative support as requested by the team leader or manager;

6. Continuous Improvement

  • Evaluate external customer satisfaction and define improvement activities based on feedback;
  • Implement initiatives to enhance service quality and overall customer experience;

Participate in SAP enhancements, such as data migration, testing and post live support.

Qualifications

Are you bursting with fresh ideas and a hunger for learning? We want you!  

Here's what we're looking for: 

Academic Program: Diploma or Degree

Experienced: 2-5 years of experience in customer service, in an FMCG environment;

Skillset: 

  • Understanding of order to cash processes and experience in managing order flows with internal and external stakeholders;
  • Detailed SAP ECC system knowledge;
  • Excellent Excel skills;

Nice to have:

  • Experience working with SAP ECC modules and S/4 HANA functionalities;
  • Knowledge of data migration and execute the transition from ECC to S/4 HANA.

Personal traits: You have a structured approach, a driven and energetic personality, excellent communication and people skills, and the ability to work both in a team and independently.

Additional Information

Are you ready to Unleash Your Possibility within JDE Peet's?  

Here's how to apply: 

  • Upload your resume using our LinkedIn or career site application form 
  • After applying, we'll reach out within three weeks to let you know what's next. 
  • During the application process, you'll be asked to do an online assessment and at least one interview at our Johor office. 

Would you like to join at a Coffee & Tea company that values your future success and prioritizes your passion for positive change? 

Here’s why you should apply:

  1. Passionate, energetic & innovative work culture
  2. Outstanding Career Development Opportunities
  3. Exciting allowances to perk up your day
  4. Meal subsidies (because great coffee needs great snacks!)
  5. Sports perks to keep you energized
  6. The best coffee and tea served all day in our office – or be your own Barista!

Company Description

Company Description

For more than 265 years, JACOBS DOUWE EGBERTS (JDE) is inspired by its belief that it’s amazing what can happen over a cup of coffee or tea. We are fuelled by our purpose of unleashing the possibilities of coffee and tea to create a better future. Today, our coffee & tea portfolio is available in more than 100 developed and emerging markets, through a portfolio of over 50 brands that collectively cover the entire category landscape led by leading household names such as L’OR, Jacobs, Senseo, Tassimo, Douwe Egberts, Old Town, Super, Pickwick and Moccona. 

JDE is part of JDE Peet’s, the world’s largest pure-play coffee and tea company, headquartered in The Netherlands.

What’s it like to work at JDE?

We are proud of our passionate, driven associates that challenge the status quo and pursue mastery in everything they do. Our goal is simple and ambitious – JDE: A coffee & tea for every cup.

At JDE, we're Made to Stand Out. Every day we are progressive in outlook, ambitious in nature, resourceful in action and decisive in approach, bringing coffee and tea moments to everyone around the world.

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