Customer Service Specialist

Role summary:

This is a one-year contract role.

Customer Service Specialist is reporting to Customer Service Department under Supply Chain Division.

This is a permanent position that require knowledge of order processing, production planning, delivery planning, invoicing and customer complain handling.

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

1. Received customer Purchase Order or Signed Quotation. Check the SKU number, pricing, transport loading for the order and also Required Delivery Date. Key in the sales order / confirm order from eShop system and send order confirmation to customer.

2. Calculate the truck/ container load vs the quantity ordered. Advice customer if it is not a full load/ exceeded full load.

3. Raise Credit Release in SharePoint system and follow up until it is unblocked.

4. Approval on eNA system for new SKU number request.

5. Prepare Proforma Invoice for pre-payment orders and report in MYTax portal.

6. Make sure Required Delivery Date is updated on weekly basis.

7. Double check MRD to make sure goods are produced as per plan and backflush into system prior transport arrangement.

8. Raise STO Purchase Order for stock transfer purpose.

9. Arrange container and truck booking once agreed the Material Ready Date between Production Planner and Customers. Share the booking details once confirmed.

10. Upon OBD or PGI of shipment, CS to issue invoice in SAP system and ensure no error in ZCDCP.

11. Attend to auditor and provide required documents.

12. Full responsible in handling the customer assigned account from order entry until invoice.

13. Recharge warehouse charges for goods not collected 3 working days for slab, 7 working days for non-slab from production date.

14. Provide tonnage forecast for specific month to CS manager.

15. Check DagangNet email and verify on invoices for payment.

16. Issue invoice for recycling activities by production/ warehouse

17. Raise sales order for Rockcycle material collection.

18. Manage customer complaint, fill in Customer Complaint Form (CCF), follow up for solutions and revert to customer accordingly.

19. Support and involve in Project for improvement purpose.

20. Active back-up colleague who are on leave by handling the customers, prepare the required documentation.

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

1. To ensure customer order/ change order is processed on timely manner including change of item and change of delivery details.

2. Liaise closely with Production Planner and Logistics and Warehouse department on Material Ready Date, Transportation, and Delivery.

3. Handle customer complain including verifying the issue, fill in Customer Complaint Form (CCF) whenever applicable, follow up with related parties until the CCF is closed.

4. Ensure all invoices errors in ZCDCP SAP system cleared and updated in MYTax portal accordingly.

5. Report all downpayment invoices in MYTax portal manually on timely manner. Link back the invoice upon delivery to the down payment invoice manually in MYTAX portal.

6. Adhere to standard process and working guidelines from order processing, delivery, invoice including reporting in MYTax portal and customer complain handling.

7. Provide tonnage forecast for billing of the month in order to enable overview on tonnage to-date vs target.

8. Carry out SAP EBT testing whenever required.

9. Attend to customer event whenever required.

Required Skills & Experience

Proficiency in SAP or other ERP systems

Strong delivery management experience

Expertise in order processing

Skilled in invoice, debit note, and credit note issuance

Practical experience with the MYTax portal

Knowledge of international shipping and Incoterms

Effective problem‑solving techniques and critical thinking ability

Customer relationship management skills

Proficiency in Microsoft Office applications

Strong team player with collaborative mindset

Ability to perform under high‑pressure environments