Customer Service Representative (Australia Market)

Working Location :Ulu Tiram, Johor.

Salary: RM 4,000 - RM 5,000

Responsibilities

Customer Service & Order Management

• Act as the primary contact for Oceania customers regarding order status, delivery timelines, and enquiries.
• Manage end-to-end processing of customer orders and work orders in the LN system.
• Ensure accuracy of order specifications, quantities, timelines, and documentation.
• Provide proactive updates to Oceania Sales and Customer Service teams regarding order progress or risks.
• Serve as the key coordination point between Oceania operations, sales teams, and Malaysia manufacturing/logistics teams.

Manufacturing & Production Coordination

• Monitor production progress for Oceania orders manufactured in Malaysia.
• Coordinate with production, planning, and quality teams to ensure orders meet delivery commitments.
• Identify delays, discrepancies, or operational issues and escalate when necessary.
• Support continuous improvement initiatives to improve operational efficiency.
• Attend daily Oceania production meetings.

Shipping & Documentation

• Coordinate shipping arrangements and ensure timely dispatch of products to Australia and New Zealand.
• Liaise with freight forwarders, logistics providers, and internal teams.
• Prepare and manage export documentation including invoices, packing lists, bills of lading, and certificates of origin.
• Monitor shipment progress and resolve delivery or documentation issues.
• Update shipment and delivery information in the ERP system.

Reporting & Planning

• Prepare operational reports covering order status, production progress, shipment updates, and delivery performance.
• Track KPIs such as order cycle time, on-time delivery, and backlog status.
• Maintain accurate records in ERP systems to support reporting and audits.
• Support demand planning, forecasting, and production scheduling activities.

WHS & Workplace Safety

• Follow company safety policies and procedures.
• Maintain a clean, safe, and organised work environment.
• Report hazards, incidents, or safety risks to management.
• Use safety equipment and comply with WHS standards.

Requirements

Professional Qualifications & Experience

• 2–5 years of experience in customer service, supply chain, or operations coordination roles.
• Experience supporting regional or international customers is preferred.
• Experience in filtration or metal mesh industries is an advantage.
• Strong computer skills, especially with ERP systems (LN preferred), spreadsheets, and CRM tools.
• Strong English communication skills (spoken and written).

Skills & Competencies

• Strong planning, organisational, and time-management skills.
• Excellent attention to detail and problem-solving ability.
• Ability to manage multiple priorities and meet deadlines.
• Strong customer service mindset with a proactive and solution-oriented approach.
• Ability to work independently while collaborating with remote teams.

Personal Attributes

• Professional communication and interpersonal skills.
• Strong accountability and ownership of work outcomes.
• Adaptability and flexibility in a fast-changing environment.
• Good teamwork and cross-cultural collaboration skills.