Position:Customer Account Specialist
Location:Sungai Bakap / Valdor
Contract Duration: 6 Months (Fixed)
Salary basic range:RM2,700 – RM3,500 (based on experience) (Not included allowances/benefits)
Department:Customer Service
Job Summary:
- The Customer Account Specialist serves as a key liaison between the company and its customers, ensuring accurate order processing, proactive issue resolution, and outstanding service delivery. This role supports both transactional and moderately complex customer needs, while building the foundation to manage broader account responsibilities. The Customer Account Specialist is detail-oriented, customer-focused, and thrives in a fast-paced technical distribution environment.
Job Responsibilities:
- Manage and nurture assigned customer accounts, ensuring satisfaction and retention.
- Process orders, quotes, and backorders with accuracy and efficiency.
- Build strong relationships through professional communication via email and phone.
- Interpret and apply pricing structures including list, volume breaks, special pricing, and gross profit margins.
- Understand and apply company and customer-specific terms and conditions.
- Handle basic expedites and resolve routine issues independently.
- Prioritize workload and maintain organized account documentation.
- Administer customer contract pricing and ensure compliance.
- Process complex orders involving item specifications, DPAS ratings, government classifications, and international requirements.
- Provide backup support across the Customer Service team as needed.
- Accurately process orders through multiple channels (EDI, customer portals, fax, email, verbal).
- Initiate and document dispute resolution processes, collaborating with Sales when necessary.
- Analyze customer and order data to support decision-making and continuous improvement.
- Demonstrate strong communication skills to support customers effectively.
- Communicate clearly, confidently, and with empathy in both written and verbal interactions.
- Work collaboratively with colleagues and adapt to changes in processes or priorities.
- Solve problems calmly and handle customer situations professionally using emotional intelligence.
- Ensure compliance with company policies and regulatory standards (AS/ISO, TCP, Export Control).
- Perform additional duties and cross-functional support as assigned.
Requirements:
- Minimum Diploma or Degree in any related field
- At least 1–2 years of working experience in customer service / admin / order processing
- Good communication skills in English & Chinese (to liaise with Chinese-speaking clients)
- Proficient in Microsoft Office (Excel, Word, Outlook)
- Detail-oriented and well-organized
- Able to work in a fast-paced environment
- Responsible, proactive, and a team player
*This job description is intended to be a general description of the duties and responsibilities of this position. It is not necessarily all encompassing and job responsibilities are subject to change in response to legitimate business needs or practices.
