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
We release the natural power of stone to enrich modern living.
ROCKWOOL Group is a focused industrial company with leading positions in insulation, acoustic ceilings and horticultural growing media based on proprietary stone wool technology. We harness the properties that nature has given us to create products for quality living.
Our products touch most aspects of everyday life. We offer carefully designed, innovative sustainable solutions for your comfort, safety and for the benefit of the environment.
ROCKWOOL Group's business portfolio consists of:
* ROCKWOOL® insulation solutions for buildings.
* ROCKWOOL® technical insulation solutions to both industry, marine and offshore.
* ROCKWOOL® core solutions tailor made stone wool products to be integrated into finished systems.
* Rockfon® acoustic ceilings and wall solutions.
* Rockpanel® cladding material.
* Grodan® growing media solutions for plants.
* Lapinus® solutions for applications such as friction, water management, tracks, coatings, gaskets.
At ROCKWOOL Group, we are committed to enriching the lives of everyone who experiences our product solutions. Our expertise is perfectly suited to tackle many of today’s biggest sustainability and development challenges, from energy consumption and noise pollution to fire resilience, water scarcity and flooding. Our range of products reflects the diversity of the world’s needs, supporting our stakeholders in reducing their own carbon footprint along the way.
Stone wool is a versatile material and forms the basis of all our businesses. With around 12,200 colleagues in 40 countries, we are the world leader in stone wool solutions, from building insulation to acoustic ceilings, external cladding systems to horticultural solutions, engineered fibres for industrial use to insulation for the process industry and marine & offshore.
