Tohtonku is a proudly Malaysian beauty and personal care powerhouse, home to over 15 iconic brands across Southeast Asia. Our mission is to empower everyone to look and feel their best, blending innovation, agility, and an entrepreneurial spirit to lead in a fast-evolving market and redefine personal care excellence.
Job Summary
This role is responsible to deliver exceptional customer service support while ensuring timely and accurate order fulfillment in line with KPIs, and to proactively resolve customer issues to maintain high levels of satisfaction.
Key Responsibilities
Order & Shipment Management
- Handle customer Purchase Orders (POs) from start to finish for assigned subregions, customer groups, or key accounts, ensuring dispatch and shipping dates are met.
- Collaborate with planners and warehouse teams to optimize deliveries and maximize space utilization per shipment to reduce shipping costs.
- Coordinate with agents, forwarders, shipping liners, and authorities to ensure timely and proper shipment of goods, both online and offline.
Documentation & Compliance
- Prepare and manage customs-related shipping documents including Invoice, Packing List, Bill of Lading, K2, Certificate of Origin, etc.
- Ensure adherence to all Standard Operating Procedures (SOPs) and company compliance policies.
Performance Tracking & Reporting
- Track and maintain up-to-date KPIs and prepare monthly performance reports.
- Update OEMs as needed regarding Cost Analysis renewals.
Customer Service & Issue Resolution
- Attend to and resolve customer issues in a timely manner, following company guidelines.
- Process stock return notes for market returns and coordinate with Finance to ensure timely credit release.
Ad-Hoc Projects & Support
- Undertake any other ad-hoc assignments or projects as required.
Qualifications
- Diploma or Bachelor's degree in Business Administration, Supply Chain Management, or a related field.
- Experience in customer service administration and order processing, preferably within the FMCG sector.
- Proficient in MS Office and comfortable using computer systems.
- Solid understanding of customer service practices.
- Knowledge of mediation and conflict resolution techniques is a plus.
- Excellent interpersonal, written, and verbal communication skills.
- Detail-oriented with strong problem-solving abilities.
Note : Only shortlisted candidates will be contacted
