Customer Relations Specialist - RDC

Overview

Responsible for managing customer orders and service-related operations to ensure timely and accurate supply of After Service(A/S) parts from MAL RDC. Acts as a key communication point between customers, internal teams, and supply chain functions. 

Responsibilities

• Manages end-to-end processing of customers parts orders, including order entry, modification, and cancellations; proactively communicates with customers to identify, escalate, and resolve supply-related issues, to ensure Just-In-Time (JIT) delivery 
• Participates in meetings with customers for discussion on supply status and key agendas to be escalated  
• Ensure timely response to all daily customers’s requests and emails and provide logical response to the customers 
• Serves as the primary point of contact for customers regarding order-related issues, including technical concerns, sourcing constraints, vendor delays, quality issues, and packaging concerns and effectively support communications between customers and other departments and potentially enhance customers’ satisfaction 
• Active cooperation with Purchasing, Packaging, Inventory, Warehouse, and Logistics team to achieve supply within required dates, and potentially minimize lead time for supply 
• Daily ~ Weekly review on A/S parts’ supply status, identify root causes of delay and accurate supply plan to the customers, and ensure up to date updates for all part numbers are available each week, through communication with Purchasing and Warehouse team. 
• Analysis on current customer orders through order templates to identify unnecessary lead time within WH process and to detect errors from received orders 
• Drive continuous improvement by proactively identifying and developing initiatives to enhance departmental operational efficiency. 

 AUTHORITY & SCOPE 

This role operates within defined corporate policies and procedures and exercises judgment appropriate to its level of responsibility. The position may influence decisions related to functional operations, processes, or recommendations and escalate matters as required  

Supervisory Responsibilities: 

• No 

Qualifications

Required Education & Experience: 

• High School Diploma with two or more years of customer service support or related experience 
• Experience in managing, organizing, and analyzing large scope of data 

Required Knowledge, Skills, & Abilities: 

• Strong Analytical Skills 
• Proficiency in Microsoft Excel, PowerPoint, and Word 
• Excellent verbal and written communication skills 
• Strong problem evaluation and solving skills 
• Effective task prioritization skills 

Preferred Education & Experience: 

• Automotive parts distribution experience or experience in automotive industry 
• Bachelor’s Degree in Business, Supply Chain Management or related field 

Certificates, Licenses, and Registrations:   

• None 

Working Conditions:  

• Spends 98% of time working in the office and 2% of time traveling to customer sites