The Customer Experience Executive plays a key role in providing reliable, high-quality support across the full order-to-delivery journey. Acting as the main link between customers, sales, logistics, finance, and third-party logistics partners, this position ensures timely issue resolution, accurate records, and a positive end-to-end customer experience within a fast-moving FMCG environment.
Key Responsibilities
Customer Service & Experience
- Handle customer enquiries through phone, email, and chat channels in a professional and timely manner, while resolving complaints in line with service level expectations.
- Deliver clear and accurate information related to products, services, pricing, and delivery, and ensure customer records and service logs are kept up to date.
Logistics & Delivery Coordination
- Partner closely with logistics and warehouse teams to support smooth and timely order fulfillment.
- Assist customers with delivery questions, discrepancies, and follow-ups.
- Coordinate delivery schedules, pallet management, and return collections with logistics teams.
- Work with third-party logistics providers to manage returns, RMAs, collection arrangements, and confirmations.
Systems, Billing & Documentation
- Maintain accurate and well-organized documentation for customer service, delivery, returns, and billing activities.
- Support billing accuracy by coordinating closely with finance to resolve discrepancies.
- Ensure customer service data is complete and suitable for audit, compliance, and reporting purposes.
Customer Feedback & Continuous Improvement
- Capture and consolidate customer feedback, complaints, and service insights.
- Summarize recurring issues and improvement opportunities for management review.
- Contribute to the ongoing review and enhancement of customer service processes, SOPs, and policies.
Returns, RMA & Sales Adjustments
- Facilitate return and RMA processes, including cases involving damaged, short-delivered, expired, or rejected items.
- Collaborate with internal teams to ensure consistency between physical returns, documentation, and system updates.
- Ensure sales reversals, credit notes, and billing adjustments are processed accurately and within agreed timelines.
Requirements / Qualifications
- Diploma or Degree in Business Administration, Supply Chain, Logistics, or a related discipline.
- 1–3 years of experience in customer service, customer experience, or operational support roles (FMCG experience is an advantage).
- Strong communication, coordination, and follow-up capabilities.
- High attention to detail with solid organizational and documentation skills.
- Ability to work effectively with sales, logistics, finance, and external partners.
- Understanding of SAP Order-to-Cash (O2C) processes in an FMCG setting.
- Hands-on experience with sales reversals, credit notes, billing adjustments, and RMA workflows.
- Familiarity with Malaysia and Singapore distributor models, FMCG logistics, and third-party logistics operations is an added advantage.
