Customer Service and Customer Care Representative

About the role

Join the team at Karcher Cleaning Systems Sdn Bhd, a leading provider of cleaning solutions, as a Customer Service and Customer Care Representative. In this role, you will manage the end-to-end order management cycle, ensuring accurate, timely processing of customer orders while delivering a high standard of support to internal teams and external clients. This role ensures efficient logistics coordination, invoicing, and system data integrity, contributing to operational excellence and customer satisfaction.

Order Entry & Fulfilment

• Manage end-to-end customer order processing in coordination with the Sales team.

• Enforce correct pricing and discounts according to annually updated guidelines while collaborating with Finance to ensure compliance with customer credit terms.

• Prepare delivery notes and all required shipping documents while coordinating the timely shipment of customer orders and warehouse drop-offs.

• Work closely with the Demand Planner regarding stock availability and incoming shipments.

• Liaise with the 3PL warehouse for missing serial numbers or special delivery arrangements.

• Manage delivery exceptions (e.g., returns, refusals, rejections) and handle Proof of Delivery (POD) documentation from delivery partners.

• Support Professional Direct Sales and Dealers with AR (accounts receivable management) to avoid order replenishment block.

• Verify and validate delivery partner billings prior to payment processing while managing backorders and coordinating logistics activities.

Customer / Sales Support >> Customer Care

• Provide general customer support across all available channels (phone, email, chat, etc.) while managing and sharing accurate information with customers and internal departments.

• Ensuring an accurate and customer-oriented processing of orders, complaints, and customer requests in line with SLAs

• Handle product application requests and general product inquiries, provide pricing and availability information, and manage customer requests related to delivery timelines and open orders.

• Handle customer complaints and claim requests, independently identifying and coordinating solutions across the organization when information is not readily available within the department

• Monitoring and administrative processing of the delivery times for the products and accessories, so that a timely and complete delivery is guaranteed

• Managing administrative tasks, such as processing quotations, sending customer documentation, and handling credit notes and returns.

• Arrange repairs for private end consumers, both in and out of warranty, and provide after-sales support for the Kärcher online shop.

• Store and maintain customer information in the appropriate databases while collaborating with other departments to resolve complex customer issues

System Management, Reporting & Data Analysis

• Manage CRM-related activities, including creation and maintenance of Customer Master Data.

• Prepare, publish, and monitor KPI reports while performing regular sales and CRM data analysis to support business performance tracking and informed decision-making.

Others

• Responsible for managing Infonet and SAP systems, including training, manuals, process optimization, and project support.

• Participate in operational activities such as year-end stock takes and execute ad hoc tasks or special assignments as directed by management.

Job Requirements

• Diploma or Bachelor’s degree in Business Administration, Supply Chain Management, Logistics, Operations Management, or a related field.

• Minimum 3–5 years of relevant experience in order management, customer service, supply chain, logistics, or sales operations.

• Experience supporting B2B and/or B2C environments, preferably within FMCG, industrial, retail, or e-commerce sectors.

• Hands-on experience with SAP systems for order processing, billing, inventory, and reporting.

• Strong attention to detail with a high level of accuracy in data and documentation.

• Excellent organizational and time management skills, with the ability to manage multiple priorities.

• Customer-focused mindset with strong problem-solving and decision-making abilities.

• Effective communication skills, both written and verbal, with internal teams and external customers.

• Ability to work independently while collaborating effectively within cross-functional teams.

• Proficiency in English & Bahasa Malaysia (spoken and written).