Kärcher

Customer Service Representative

Kärcher

full-time

Posted on:

Location Type: Office

Location: Shah Alam • Malaysia

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About the role

  • Manage end-to-end customer order processing in coordination with the Sales team.
  • Enforce correct pricing and discounts according to annually updated guidelines.
  • Prepare delivery notes and all required shipping documents while coordinating the timely shipment of customer orders.
  • 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.
  • 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.
  • Provide general customer support across all available channels (phone, email, chat, etc.) while managing and sharing accurate information with customers and internal departments.
  • 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.
  • 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.
  • Participate in operational activities such as year-end stock takes and execute ad hoc tasks or special assignments as directed by management.

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)
Benefits
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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
order managementcustomer servicesupply chain managementlogisticssales operationsSAP systemsdata analysisKPI reportingbillinginventory management
Soft Skills
attention to detailorganizational skillstime managementcustomer-focused mindsetproblem-solvingdecision-makingeffective communicationcollaborationindependencemulti-tasking
Certifications
Diploma in Business AdministrationBachelor’s degree in Business AdministrationBachelor’s degree in Supply Chain ManagementBachelor’s degree in LogisticsBachelor’s degree in Operations Management