Title:  Executive Distribution Center Operations

Job summary:

Handle customer complaints, investigate issues, track orders, and support process improvements using Scuba and related systems.

Job Responsibilities:

• Act as initial response to customer complaints through Scuba system.
• Perform initial investigation on complaints received, perform cycle count, inventory check and document check to validate complaints received are genuine. 
• Work closely with process owner to identify root cause, corrective and preventive action to close the complaints’ tickets in Scuba system.
• Provide briefing to operation team on customer complaints as feedback to avoid recurrence.
• Monitor corrective/preventive actions proposed by process owner to ensure actions are duly carried out
• Monitor complaints status in Scuba system.  Reassign unresolved complaints to process owner or escalate to head of department for action until closure.
• Provide daily Scuba performance status report to Head of Department and process owner for follow up and action.
• Support process owner to raise Scuba complaint tickets and monitor for closure.
• Monitor status of urgent order/request to ensure orders/requests are being handled timely to meet clients/customers timeline.
• Report and monitor backlog orders, follow up with operation to clear the orders within the SLA timeline
• Report and monitor open trade returned stocks collection orders, alert TRA team for aged collection orders
• Handling Transport Core Process (TCP) to ensure number of orders hand over by outbound team to dispatch match the plan.

Job Requirements:

• Bachelor’s Degree in Logistics, Supply Chain Management, Business Administration, or related field.
• Fresh graduates are encouraged to apply; internship or academic project experience in supply chain or logistics will be an added advantage.
• Strong analytical and problem-solving skills to support complaint investigation and root cause analysis.
• Detail-oriented with good documentation and reporting skills.
• Proficient in Microsoft Excel, Word, and PowerPoint.
• Able to communicate effectively in English and Bahasa Malaysia, both written and verbal.
• A team player with the ability to work closely with different stakeholders across departments.
• Comfortable with using systems (e.g., complaint tracking platforms) – training will be provided.
• Able to multitask, manage timelines, and follow up on action items diligently.
• Possess good initiative and willingness to learn in a fast-paced environment.