Contract Customer Experience Excellence Representative

Report to: Customer Experience Excellence Lead, MY                                        

Company : SKF Malaysia Sdn Bhd

Location : Nilai                                                                                                                             

The role:

• Collaborate within the team to enhance departmental efficiency and productivity by streamlining operational processes
• Provide sales support and manage the order fulfillment lifecycle to ensure excellent customer experience and achieve business objectives

Key Responsibilities 

• Manage day-to-day operations, including handling customer enquiries, managing orders, and overseeing the order fulfillment lifecycle
• Review customer order intake and monitor order book status
• Follow up closely on pending order acknowledgements, overdue shipments, and goods in transit
• Track quotations and update win/loss status to support business goals
• Work closely with sales and segment teams to provide effective sales support
• Collaborate with cross-functional teams (sales, service, finance) to support daily customer experience operations and business activities
• Coordinate with demand and supply planners from global factories and regional warehouses to improve stock availability and service reliability 
• Handle and resolve customer complaints within defined processes, timelines, and KPIs, ensuring corrective and preventive actions are implemented promptly
• Generate and analyze order-related reports/dashboards to provide consistent updates to customers and internal stakeholders
• Collaborate with external logistics partners to ensure timely delivery of goods
• Manage customs-related matters, including import duties and taxes, HS codes, tax exemption compliance, documentation, and clearance
• Support quality initiatives and business process improvement projects

What we are looking for:

• Degree in Business Management or a related field
• 2–3 years of experience in customer service 
• Strong communication skills, with the ability to interact effectively with customers and internal stakeholders
• Proven collaboration and teamwork abilities 
• Results-oriented mindset with a strong sense of urgency
• Ability to multitask and maintain attention to detail
• Highly resourceful and adaptable in a dynamic, fast-changing environment
• Knowledge of SAP S/4HANA will be an added advantage