Job Description

About the Role

The Executive, Customer Service is responsible for efficiently managing the Order-to-Cash (O2C) process within DKSH's Performance Material business unit in Malaysia, from sales order creation through to customer cash collection. This role drives accurate order fulfilment and timely delivery by collaborating closely with internal teams and external parties to optimize outbound processes and ensure a consistently high standard of customer satisfaction.

What You Will Deliver

• Create Sales Orders and Delivery Orders accurately and on time in SAP, communicating with all relevant stakeholders on stock availability, delivery lead-times, and customer requirements
• Efficiently manage outbound supply chain processes to ensure timely and accurate delivery, process order changes and cancellations, and provide proactive status updates to customers and internal teams
• Coordinate and communicate effectively with the warehouse and Logistics Service Provider (LSP) to streamline operations and ensure smooth order processing and delivery
• Track shipments, coordinate deliveries, and proactively address delays or disruptions to minimize impact on customer experience
• Ensure all outbound shipments comply with trade regulations and applicable customs requirements, applying knowledge of trade mechanisms such as Incoterms, licenses, and permits to maintain accurate and complete documentation
• Ensure timely and accurate customer invoice creation in SAP, including Credit and Debit Notes for goods returns
• Support the monitoring and follow-up of customer payments and Accounts Receivable (AR)
• Identify and analyze issues related to order fulfilment, warehouse and logistics operations, quality, or customer satisfaction, applying established troubleshooting procedures and collaborating with colleagues to resolve challenges efficiently
• Communicate solutions clearly and effectively to customers and relevant stakeholders
• Support the monitoring of stock levels and ensure proper allocation for outbound shipments, proactively identifying excess stock and shortage issues in close collaboration with Planners and Inbound Specialists

What You Bring

• Degree in Supply Chain Management, Logistics, Business Administration, or a related field
• Prior working experience in customer service, outbound logistics, supply chain, or distribution management
• Proficiency in SAP for Sales Order and Delivery Order creation, invoicing, and related Order-to-Cash (O2C) processes
• Good understanding of outbound supply chain operations, warehouse coordination, and logistics service provider management
• Knowledge of trade compliance mechanisms including Incoterms, licenses, and permits
• Strong attention to detail and analytical skills with effective problem-solving capabilities
• Strong communication and stakeholder management skills with the ability to collaborate effectively across internal and external teams

Why Join DKSH

At DKSH, we help companies grow in Asia and enable people to perform at their best. You will be part of an organization that values accountability, collaboration, and long-term partnerships. We offer a dynamic environment where your contributions are visible and where you can build a meaningful career in Client and Customer Service.

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