Country
Malaysia
State
Wilayah Persekutuan Kuala Lumpur
City
KUALA LUMPUR
Area
Malaysia
Workplace location
KUALA LUMPUR-PETRONAS TWIN TWRS(MYS)
Employer company
TOTALENERGIES MARKETING MALAYSIA SDN BHD
Domain
General Services
Type of contract
Internship
Experience
Not applicable

Context & Environment

  • SAP system is use to conduct all sales related activities. Report is extracted from SAP in excel format and email to 3rd party logistics provider to handle distribution of products from warehouse to customers.
  • MyLubPortal is a standalone platform and linked up to SAP system. When order is created in MLP, it will be automatically synced to SAP.
  • SALSA is a platform for Sales team to use to record sales activity as well as do the filing for complaints. 

Activities

  • Working closely with customer service team to facilitate and coordinate internal process by adopting ‘customer centric’ values.
  • Taking ownership of customers issues and following problems through to resolution
  • Answers customers’ questions, resolves problems, and maintains customer satisfaction by providing problem-solving resources.
  • To process incoming sales order and verify the sales condition are in proper order. Any deviation must have supporting documents with the validation from respective Manager by following the DOA.
  • To ensure the products delivery which handled by 3rd party logistic provider able to meet customer expectation.
  • To monitor progress on all the complaints and grievances received via SALSA and ensure the case is close within the KPIs set by the management.
  • To assess the cost exposure and evaluate the root cause of the complaints which filed via SALA and propose improvement plan on quarterly basis.
  • To bill customer upon completion of delivery [Billing error @ <0.6% in a year].
  • To respect company’s HSE rules at all times when conducting work activities.

To assist on stocktake exercise which will be conducted twice a year.

Candidate Profile

  • Proficiency in Microsoft Office, Excel and SAP System.
  • Good interpersonal, communication skill and team player.
  • Cultural adjustment ability and good negotiation skills with English and local language proficiency.
  • Positive driver within responsibility and efficient incoordination and learning agility
  • Ability to implement pragmatically sustainable actions to improve the internal process
  • Strong customer-facing, communication skills and emotional intelligence.

Additional Information

  • Supporting the team members on day-to-day operations.
  • Ensure the Customer Complaint Module (SALSA) are properly maintained. 
  • To ensure all activities are carried out accordance with the group requirements
TotalEnergies values diversity, promotes individual growth and offers equal opportunity careers.
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