Company Description
Sika is a specialty chemicals company with a globally leading position in the development and production of systems and products for bonding, sealing, damping, reinforcing, and protection in the building sector and industrial manufacturing. Sika has subsidiaries in 102 countries around the world and, in over 400 factories, produces innovative technologies for customers worldwide. In doing so, it plays a crucial role in enabling the transformation of the construction and transportation sector toward greater environmental compatibility. With more than 34,000 employees, the company generated sales of CHF 11.76 billion in 2024.
Job Description
To assist Customer Service Manager for the day-to-day operation of Customer Service Department to ensure efficient and timely processing of Orders, Deliveries and related activities for Domestic Sales.
- Serve as prime contact for order related activities for Sika.
- Work closely with CSM and lead the customer service representative and oversees the daily operation of customer service.
- Lead, train, and motivate the customer service team to meet or exceed service level agreements (SLAs) and customer satisfaction targets.
- Communicate proactively with customers on requirements, order status, open complaints etc. to ensure customer satisfaction.
- Collaborate with cross-functional teams (Sales, Operations, Finance, and Procurement) to ensure seamless order fulfillment and customer satisfaction.
- Monitoring of open sales orders. Clean up obsolete orders and maintain open orders is up to date.
- Ensures execution of process in line with Sika integrity, safety and policies.
- Resolve product or service problems by clarifying the customer’s complaint, determining the cause, selecting and explaining the best solution, and following up to ensure resolution.
- Manage and resolve customer inquiries, complaints, and escalations in a professional and efficient manner. Liaise with CSM/ TM/ Sales Manager.
- Provide support to improvement projects and commitments requiring a basic understanding of customer service practices and procedures.
- Other duties as assigned.
Qualifications
- Degree / Diploma in any discipline and with relevant years of relevant working experiences, preferably in Commerce field.
- 5 years working experience (preferably in Customer Service field); and
- Proven experience in customer service management or a similar role, ideally in a fast-paced environment.
- Previous experience working with SAP in a customer service or operations role.
- Good computer skills especially in MS Application (esp. Excel and Word)]
- Proficiency in SAP, including experience with SAP CRM, SAP SD, and SAP MM (or related modules).
- Ability to analyze data and generate reports within SAP for performance tracking and decision-making.
- Willingness to learn new skill and competencies.
- Strong organizational skills with the ability to manage multiple tasks and priorities.
- Ability to work collaboratively across departments to meet customer needs.
- Good communication skills in both spoken and written English and Bahasa Malaysia
- Ability to communicate in Mandarin and local Chinese dialects will be an added advantage.