Customer Service Specialist - Kuala Lumpur

About the role:

As a Customer Service Specialist, you are more than an order processor; you are a vital link in our global mission. By managing the end-to-end commercial lifecycle, you ensure our groundbreaking technologies reach customers and distributors worldwide with precision and speed. Your work directly impacts our ability to support life-changing research by providing a seamless, high-performance experience for the scientific community.

This role is remote (100% work from home) and requires both English and Mandarin language skills

What you will be doing:

Order Management

• Process inbound purchase orders (direct and distributor) in ERP (Oracle) and CRM (Salesforce)
• Validate PO accuracy against pricing, terms, and product configuration, and process orders within defined SLA
• Manage order modifications, cancellations, and backlog or backorder communication
• Support end-of-quarter (EOQ) volume surges with elevated responsiveness and availability

Returns & Logistics

• Initiate and track RMA (Return Merchandise Authorization) requests through resolution
• Coordinate with 3PLs and logistics partners on shipment exceptions and delivery escalations
• Keep customers and sales informed through the process

Customer & Data Governance

• Enter and maintain customer master data (ship-to, bill-to, contact records) with accuracy
• Support new customer onboarding and account setup in collaboration with Sales, Finance, and Legal

Cross-Functional Coordination

• Partner with Sales to resolve pricing discrepancies, special terms, and account-level escalations
• Liaise with Finance on credit holds, billing issues, and payment term questions
• Collaborate with Operations, Supply Chain, and Product Management on product availability, new product introductions, and end of life

Minimum Requirements:

• Previous experience of order management and customer service
• English and Mandarin language skills
• Knowledge of ERP and CRM business systems (such as Oracle or Salesforce)
• Very detail oriented
• Good interpersonal skills
• Ability to work independently whilst collaborating with others

Salary Range:

48,700 - 65,900 MYR (Gross p.a.)