Job Description

A. JOB PURPOSE/SUMMARY

We are seeking a proactive and detail-oriented Customer Operations Executive to join our team. This role bridges customer service and backend operations, ensuring smooth customer experiences through efficient handling of orders, escalations, and operational processes. You will work closely with internal departments to resolve issues, improve processes, and support end-to-end customer journeys.

B. ROLE AND RESPONSIBILITIES:

I. Primary Responsibility:

Order Management & Fulfillment:

• Manage incoming purchase orders (POs) by checking stock availability, allocating stock, and coordinating logistics for timely deliveries.
• Prepare and maintain documentation such as Delivery Orders and Packing Lists.
• Ensure accurate order processing for both B2B and B2C customers, including platforms like Shopee, Lazada, and other ad hoc clients.
• Monitor and follow up on order statuses, deliveries, and returns/refunds to ensure timely resolution.

Warehouse & Inventory Coordination:

• Liaise with the warehouse team to manage inbound purchase orders, including import shipments (China and local).
• Verify SKUs and ensure appropriate stock allocation, especially for key accounts with signed contracts (e.g., Columbia Asia Hospital, Subang Jaya Medical Centre).
• Flag any expiring pharmaceutical certificates and ensure documentation is up to date.
• Address minor operational issues (e.g., damaged or lost items, handling returns) without requiring major financial decisions.

Customer Service & Support:

• Handle customer inquiries via phone, email, live chat, and social media, ensuring professional and timely responses.
• Provide manual order processing support for customers with platform issues (TikTok, websites, etc.).
• Resolve escalated customer complaints by liaising with relevant teams (warehouse, logistics, finance) to find effective solutions.
• Maintain accurate records of customer interactions, transactions, and feedback.

Reporting & Insights:

• Gather and analyze customer feedback to identify trends and areas for improvement.
• Prepare regular reports and provide insights to management to drive service enhancements.
• Track and report on key KPIs, including response time, resolution time, and customer satisfaction scores. 

Documentation & Administrative Support:

• Maintain accurate operational records, including inventory, procurement, and logistics documentation.
• Support the implementation and improvement of Standard Operating Procedures (SOPs).
• Handle general administrative tasks, including data entry, document filing, and scheduling.
• Contribute to the creation and maintenance of customer service FAQs, scripts, and SOPs.

B2B Account & Vendor Coordination:

• Manage and maintain strong relationships with key B2B accounts, ensuring SLAs are met.
• Coordinate bulk orders, pricing queries, and custom service needs for B2B clients.
• Support vendor coordination and supplier management as needed.

II. Secondary Responsibility:

Expo & Event Support:

• Provide operational support for expos and events, including front-end (on-site presence) and back-end (stock count and BAU continuity).
• Assist in managing customer-facing communications during product launches and promotional campaigns.

System & Continuous Improvement:

• Maintain accurate CRM records and suggest improvements to CRM and ticketing systems.
• Assist in onboarding and training new team members or temporary staff.
• Collaborate with internal teams to enhance the customer experience and identify opportunities for process improvement.

Additional Tasks:

• Assist with ad hoc tasks, such as checking quotations, data collection, and preparing reports as requested by management.

Job Requirements

C. QUALIFICATIONS & REQUIREMENTS

• Education: Diploma or Degree in Logistics, Supply Chain Management, Business Administration, or a related field.
• Experience: 1–3 years of working experience in logistics, shipping, or supply chain operations. Knowledge of freight forwarding, import/export documentation, Incoterms, and customs procedures in Malaysia.
• Technical Skills: Proficiency in Microsoft Office (Excel, Word); experience with ERP or WMS systems is an advantage.
• Soft Skills: Good command of English and Bahasa Malaysia; Mandarin is a plus (especially for dealing with China-based suppliers). Detail-oriented, proactive, and a strong team player.

Skills