BQE - Customer Service, Logistics

Senior Order Fulfillment Executive (FMCG)

An exciting opportunity has arisen for a Senior Order Fulfillment Executive to join a highly respected organisation in KL, where your expertise in customer service and order management will be truly valued.

What you'll do:

As a Senior Order Fulfillment Executive, you will be entrusted with overseeing the entire lifecycle of customer orders—from initial receipt through final delivery—ensuring each step is handled with precision and care.

• Process all types of customer orders—including sales orders, free-of-charge orders, and credit notes—while diligently following up on their progress from initiation through completion.
• Monitor order statuses closely to ensure every order is fulfilled within agreed timelines, proactively addressing any potential delays or issues that may arise.
• Coordinate with third-party logistics providers to check, compile, and deliver regulated documentation required for export and duty-free zone deliveries to customers.
• Work collaboratively with internal departments to ensure seamless service delivery across all touchpoints.
• Provide comprehensive support for Sales and Marketing teams regarding sales order issues and operational procedures, ensuring all stakeholders are kept informed throughout the process.
• Deliver regular updates on order fulfilment status to both customers and internal stakeholders, maintaining transparency and building trust through clear communication.
• Handle customer complaints with empathy and professionalism by raising cases in the Complaint Management System (CMS) and following up until full resolution is achieved.
• Actively participate in process improvement projects by offering constructive feedback based on customer experiences and supporting initiatives aimed at creating greater efficiency.

What you bring:

To excel as a Senior Order Fulfillment Executive, you will bring proven experience from roles where you have managed intricate order processing tasks while fostering positive connections between customers and internal teams.

• A minimum of 3-5 years’ experience in a customer service role focused on order processing, customer engagement, and collaboration across multiple departments or functions.
• Fast and accurate typing abilities that enable you to manage high volumes of data entry without compromising quality or timeliness.
• Proven track record of building dependable relationships with stakeholders through excellent communication skills and a proactive approach to problem-solving.
• Demonstrated capability in handling complex problems using sound judgement while maintaining a continuous improvement mindset that seeks out new efficiencies.
• Experience in preparing supply chain KPI reports along with familiarity evaluating performance against key metrics such as Case Fill Rate (CFR) or On Time In Full (OTIF).
• Intermediate or advanced proficiency in Microsoft Excel alongside solid working knowledge of MS Word and PowerPoint for effective data management and presentation.
• Hands-on experience using JD Edwards or similar enterprise resource planning systems would be considered an added advantage.

What sets this company apart:

This organisation stands out for its dedication to fostering an inclusive environment where every team member’s contributions are recognised and valued. Employees benefit from flexible working opportunities designed to promote work-life balance alongside access to ongoing training programmes that encourage professional development at every stage of your career. The company’s culture emphasises open communication, mutual respect among colleagues, and shared responsibility for achieving collective goals. With robust support networks in place across departments—and leadership committed to nurturing talent—you’ll find ample opportunities here not just for career progression but also for personal growth. The focus on continuous improvement means your ideas are welcomed; your voice matters when it comes to shaping how things are done. Join an employer where collaboration isn’t just encouraged—it’s celebrated as the foundation of long-term success.

What's next:

If you are ready to take the next step in your career journey within a supportive team environment where your skills can shine, we invite you to apply now!

Apply now or email me at Ariel.Lai@robertwalters.com.my to discuss this new opportunity!

Please note that only shortlisted candidates will be contacted.

Do note that we will only be in touch if your application is shortlisted.

Agensi Pekerjaan Robert Walters Sdn Bhd
Business Registration Number : 729828-T
Licence Number : JTKSM 423C