Customer Service Officer

SUMMARY OF THE ROLE

Summary:
You will be delivering excellent customer service to both internal and external stakeholders in Australia by managing customer interactions, processing orders, and ensuring accurate documentation. This role supports efficient operations and contributes to high customer satisfaction by coordinating closely with multiple departments.
This role will be based in Shah Alam, Malaysia and reporting to Customer Service Supervisor in Australia.

Responsibilities:

• Process and verify customer orders accurately and efficiently to support on-time delivery objectives.
• Maintain proper document flow and ensure all records are well-organized and up to date.
• Coordinate with the warehouse to monitor and follow up on delivery status and reports.
• Generate invoices and credit notes promptly and ensure timely issuance to customers.
• Perform accurate data entry for inventory transactions.
• Review and validate pricing in the system against customer purchase orders and sales orders, including attaching supporting documents when necessary.
• Handle customer returns in line with company guidelines and procedures.
• Ensure all information is complete and accurate to facilitate smooth invoice processing.
• Investigate and resolve invoice discrepancies, queries, and disputes raised by customers or partners.
• Collaborate with the Finance Department to resolve disputed credit items.
• Escalate technical or product-related inquiries to Technical Sales Support (TSS).
• Conduct outbound calls to customers as required.
• Meet and maintain KPIs set by the Customer Service Manager.

WHAT WE ARE LOOKING FOR AND WHAT WE OFFER

Qualifications:

• Bachelor Degree in Business Administration, Supply Chain, or a related field.

• At least 2 years of experience in customer service, order processing, or a similar role.

• Ability to thrive in a fast-paced environment and adapt quickly to changing situations.

• Detail-oriented and meticulous in managing tasks and customer inquiries.

• Strong emotional intelligence with excellent interpersonal and customer communication skills.

• Excellent command of English in both spoken and written.

What We Look For:

• Initiative & Responsibility: Acts on own initiative, makes things happen and accepts responsibility for the results.

• Organizational Awareness: Understands the organization's informal rules and structures and utilizes political processes effectively to get things done.

• Constructive Teamwork: Co-operates well with others; shares knowledge, experience and information; supports others in the pursuit of team goals.

• Analysis & Judgment: Quickly understands and analyzes complex issues and problems; comes up with sound and rational judgments.

• Systematic Approach: Uses a methodical and systematic approach; plans ahead, defines clear priorities and allocates resources effectively.

What We Offer:

• Continuous learning opportunities and training activities through on-the-job training and our in-house learning Jotun Academy.

• Leaders who focus on engaging and enabling their team, proven by consistently high employee feedback scores.

• A supportive and inclusive company culture where you can be your authentic self.

• Flexi Medical benefits (Outpatient, health screening, dental and optical) are offered.

POSITION INFORMATION

Company:

Jotun Paints (Malaysia) Sdn. Bhd.

Contract Type:

Regular

Time Type:

Full time

CLOSING DATE (dd.mm.yyyy):

19.05.2026

WHO WE ARE

Seeing a prominent market in South East Asia (SEAP), Jotun opened its first factory in Thailand in 1968. Rapid economic development in the region led to new companies and factories in countries such as Singapore, Malaysia, Indonesia, Vietnam, Philippines, Myanmar, Cambodia and Australia. Jotun SEAP has been awarded a Korn Ferry Engaged Performance Award for year 2019, in recognition of achieving a best-in-class level of “Enablement”. We are proud to have an incredibly diversified region with more than 2,000 employees that come from different nationality and background, working together in delivering profitable growth. Throughout our history, we have focused in providing our employees with meaningful and challenging work, rewarding them through continued learning and development, underpinned by our values of Loyalty, Care, Respect and Boldness.

Jotun Malaysia and Singapore were established in 1983 and 1971, respectively. With the consolidation of Jotun Malaysia & Singapore in 2016, the organisation has consistently delivered strong growth and profitability to become today one of the main contributors to our business in the South East Asia and Pacific region. The company operates three factories in Shah Alam and Nilai and has a wide network of offices and warehouses across Malaysia and Singapore, providing efficient and timely response to our customers. Our aim is to develop employees through a culture of continuous feedback, learning and growth.

Visit our Career Page to know more about life at Jotun.

Jotun’s company culture welcomes and values differences in people. Our more than 10,200 employees on all continents represent 90 nationalities, four generations and diversity of professions, gender, abilities, ethnicities, beliefs, cultures etc. We are committed to represent the societies we operate in, promoting equality, equity and zero-tolerance for discrimination.

If you are applying to a position and require any additional support in the interview process, please let us know how we can accommodate this.  

If you think that this role is what you could be doing next, apply now!