Customer Service Representative

Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport and infrastructure solutions for the future. If you seek to make a difference on a global scale, working with next-gen technologies and the sharpest collaborative teams, then we could be a perfect match. Mission / Purpose of the Job This position is responsible for selling and schedule needed service work in the service department. Maintain strong communication with Customers pertaining to service work in the services department. Scope and Influence Authority in accordance with the financial rules and policies defined by AB Volvo. Authority to take decisions in accordance with AB Volvo’s Authorization rules for the respective role. Key Responsibilities / Accountabilities Carry out all kinds of customer appointments raise preliminary repair order in GDS, and record estimated time on planning sheet for short and long term work. Obtain customer approval / agreement for work to be performed (signed Quotation) and inform estimated repair cost and delivery / pick up time. Submit preliminary repair order to parts team for parts preplanning and order. Finalize the preliminary repair order using VST. Perform elementary diagnosis with customer for preparation of repair order. Print and distribute the repair order with necessary check sheets attached to workshop. Update customer twice daily on repair order progress and issues. Maintain communication between mechanic/foreman and customer. Supervise all subcontracted jobs and create requisition for sublet work. Finalize the repair order upon job completion, add additional work and parts. Ensure that the delivery order (invoice) is completed timely, before vehicle release, ready and can be presented and explained to the customer upon agreed collection time. To ensure correct usage of payment code for the different types of jobs. Required to advise customers for any campaigns, warranty or goodwill, actions to be taken. Prepare reports to customers as and when required. Regularly carry out housekeeping on Daily Work orders and Daily Quotations in GDS system. Responsible for parts pricing and discount within the dealer discount structure. Work closely with foreman on warranty and Service agreement claim submission, accuracy and timely matter. Work with Workshop supervisor to effectively manage WIP at workshop, pre-planning following days jobs to technicians. Continuously improve truck technical and product knowledge, by attending physical technical training and completing required online training Any other business as assigned by supervisor. Key Targets and Results Weekly and monthly open order KPI Labour and workshop sales and GP Parts sales (workshop sales) Warranty and service submission lead time and accuracy Customer satisfaction (Target Score : 90) Essential Educational and / or Training Qualifications and Certificates Diploma in business or engineering or any related courses. Preferred Experience and Knowledge Minimum 3-5 years’ experience, experience in automotive industry is added advantage Good knowledge of customer care and communication. Fair knowledge of workshop business administration. Basic knowledge of spare parts business. Basic knowledge of traffic laws and regulations. Necessary Technical / Functional / Language Skills Good Communication and interpersonal skill Able to speak English and local dialects (e.g. Mandarin, Bahasa Malaysia) Basic Computer skill Driving license for heavy cargo truck. Basic auto mechanical skills in heavy duty truck maintenance and repair. We value your data privacy and therefore do not accept applications via mail. Who we are and what we believe in We are committed to shaping the future landscape of efficient, safe, and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for talents across the group’s leading brands and entities. Applying to this job offers you the opportunity to join Volvo Group . Every day, you will be working with some of the sharpest and most creative brains in our field to be able to leave our society in better shape for the next generation. ​We are passionate about what we do, and we thrive on teamwork. ​We are almost 100,000 people united around the world by a culture of care, inclusiveness, and empowerment. At Volvo Trucks you will be part of leading the way towards a sustainable transport industry. For nearly a century we have been innovating for people – to make life easier, better and safer. Driving progress is our promise to customers, to the industry and to society. At Volvo Trucks we share a curiosity to learn, we work with passion and we embrace change to stay ahead. Join us, together we move the world we want to live in.