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