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2. Customer Master & Loyalty Administration
Skills Required
Work Schedule / Hours
Job Description
Business Operations Assistant APAC
Department: Operations
Employment Type: Full Time
Location: APAC-Malaysia
Description
About this Opportunity
The role of Business Operations Assistant is to support the fast-growing APAC markets in the day-to-day operational activities in performing activities in the areas of purchase orders/requisitions, billing/credit processing, order management and customer master data base maintenance activities.
You will be responsible for having in depth understanding of the APAC business operations processes, flows and tools. You will be supporting the daily business operations across various APAC markets while working cross-departmentally with teams such as Customer Support, Supply Chain/Logistics, Marketing, Finance, etc.
Key Responsibilities
In this role, you will…
- Accurately and thoroughly document information in the company’s database(s) about each contact they handle following defined parameters.
- Provide input regarding training needs to customer support’s supervisor of training and quality development; assist with development and presentation of information and training when requested.
- Meet departmental standards for personal and team performance metrics including, but not limited to, contact volume handled, turnaround time and quality.
- Be alert to trends in requests and issues reported by customers. Research information to answer inquiries from customers and share learning’s with departmental peers and management.
- Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.
- Offer solutions to issues that are often non-standard/non-routine and require some clarification.
- Participate in activities designed to improve customer satisfaction and business performance.
- Possess comprehensive knowledge of company processes, procedures and product information/materials.
- Provide support to audit processes and quality management systems as required.
- Participate in special projects and/or training when requested.
1. Operational Support
· Maintain SOPs, support training, participate in projects, document operational data, and address cross‑functional inquires.
2. Customer Master & Loyalty Administration
· Update and maintain customer master records and administer loyalty program-related requests and inquiries.
3. Webstore, Ancillaries & Order Management
· Process ancillary and fulfillment orders, manage item listings, and monitor, investigate and resolve stuck orders in the systems.
4. Credit, Billing & Promotions
· Ensure timely and accurate processing and investigation of credit/debit notes, events billing and cancellation fees, processing of purchase orders and related billing requests.
5. Documentation, Quality & Compliance
· Maintain accurate records, support audits requirements, and identify recurring issues to drive continuous process improvement.
Skills, Knowledge & Expertise
In This Role, You’ll Need…
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representat of the knowledge, skill and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Qualifications & Experience
• BA/BS in Business Management or equivalent practical experience
• 1 to 3 years of related experience in a similar role managing operation flows/processes
• Competent in the use of the customer support data systems and the corporate web site
• Experience with SAP or Salesforce.com (SFDC) as a CRM system would be considered a significant plus
Skills Required
• Strong interpersonal, listening and persuasive communication skills.
• Dynamic, optimistic, accurate, results oriented, hard-working, creative with an analytical mindset
• Ability to work without constant supervision
• Dependable and attention to detail
• Willingness to learn
• Good team player
• Good knowledge of basic computer operations and Microsoft Office tools (e.g. Word, Excel, PowerPoint, etc.)
• Able to flourish in young international company experiencing significant growth (i.e. roll up sleeves approach and able to deal with ambiguity)
Work Schedule / Hours
Regular – Monday to Friday, 8:30 AM – 5:30 PM.