Kerja Sepenuh Masa Operations and Client Success Executive, Gaji tinggi MYR 4,500 di Lapasar.com Selangor - Maukerja

Company Description

Lapasar is one of Malaysia’s fastest-growing startups in the business-to-business (B2B) sector, providing digital procurement solutions for companies. Lapasar Sdn Bhd’s platform enables businesses to manage and purchase their operational expenditure (OPEX) requirements through a centralized and efficient system. The platform is designed to simplify traditional procurement processes while creating a more transparent and streamlined purchasing experience for organizations.

Founded in 2018, Lapasar began as a B2B procurement platform serving corporate clients across Malaysia. Today, major organizations such as Telekom Malaysia, PETRONAS, and Tenaga Nasional Berhad utilize the platform to manage their operational purchasing needs through a more efficient digital procurement workflow.

In 2020, Lapasar expanded its platform to support small and medium-sized businesses, allowing them to procure their operational supplies through a simple mobile application. This initiative supports businesses by making their purchasing process faster, easier, and more accessible.

Today, Lapasar is focused on building one of the largest assortments of products and solutions for businesses in Malaysia, positioning the platform as a one-stop procurement destination for companies’ operational needs. Our goal is to provide organizations with a centralized platform where they can efficiently source what they require while we continuously focus on delivering competitive cost and speed to all of our clients.

Position Summary

The role supports the day-to-day operational activities of the platform by ensuring smooth coordination between clients, vendors, and internal teams. This role is responsible for managing

customer inquiries, facilitating order fulfillment, coordinating vendor sourcing, and supporting client account setup and onboarding.

The position plays a key role in maintaining service quality, ensuring timely delivery of orders, and improving overall user experience on the platform. The executive will work closely with cross-functional teams including Operations, Finance, Sales, and Product to resolve issues, streamline processes, and support business growth.

This role requires strong communication, problem-solving skills, and the ability to manage multiple stakeholders while ensuring high standards of customer service and operational efficiency.

Key Responsibilities

Customer Service & Support

Be the first point of contact for clients — responding to live chats, calls, and emails promptly.

Open and manage support tickets for issues that require escalation, ensuring timely resolution by

the appropriate PIC.

Track recurring issues, provide feedback for process improvement, and document common pain

points.

Maintain high service standards and user satisfaction by providing professional and empathetic

support.

Order Fulfillment & GRN Coordination

Monitor the full order lifecycle: order acceptance, delivery timelines, vendor SLAs.

Liaise with vendors and logistics partners to ensure timely and accurate deliveries.

Support clients with GRN (Goods Receipt Note) completion:

Collect Proof of Delivery (POD)

Coordinate between vendors and users on discrepancies

Ensure system records are updated correctly for payment processing

Sourcing & Supplier Coordination

Identify, evaluate, and negotiate with suppliers to fulfill client requirements at optimal cost and

quality.

Ensure continuous availability of products, especially fast-moving and contract SKUs.

Coordinate with internal stakeholders to meet urgent sourcing requests or special requirements.

Support ad-hoc procurement needs from high-value clients and projects.

Vendor Onboarding & Enablement

Identify suitable vendors for product categories and geographic locations.

Onboard vendors onto the Lapasar platform, guiding them through catalog setup and order

management.

Provide training and performance feedback to vendors to uphold fulfillment SLAs and quality

standards.

Run refresher training where needed and ensure compliance with platform processes.

Client Account Setup & Workflow Configuration

Assist with onboarding of new clients by configuring users, budgets, and approval workflows.

Maintain and update account settings for existing clients as their needs evolve.

Troubleshoot and resolve workflow-related issues (e.g., approval loops, budget errors) efficiently.

User Engagement & Platform Adoption

Conduct onboarding and walkthroughs for new users.

Promote adoption of core features (e.g., ordering, budget tracking, GRNs) and resolve user-side

friction.

Track usage patterns and engagement levels to identify clients who need support or reactivation.

Support usage campaigns, feature rollouts, or training sessions as required.

Tech Liaison & Bug Resolution Management

Act as the primary liaison between clients, operations teams, and the Tech/Product team for platform bugs and technical issues.

Log, document, and prioritize bug reports with clear replication steps, screenshots, and impact details.

Coordinate with Tech to ensure timely investigation, fixes, and deployment, especially for issues affecting active orders or GRN workflows.

Track bug resolution timelines and follow up proactively to ensure SLAs for critical issues are met.

Provide status updates to clients and internal stakeholders until issues are fully resolved.

Validate fixes after deployment and ensure the system is functioning correctly before closing tickets.

Maintain documentation of recurring bugs and work with Tech/Product to recommend long-term improvements.

Sales Execution & Revenue Support

Identify upsell and cross-sell opportunities based on client behavior and needs.

Engage clients proactively to consolidate or expand their spend on the platform.

Collaborate with the Sales team to follow up on leads and hit monthly order targets.

Track account performance and propose tactical actions to boost order frequency and average

order value.

Cross-Departmental Coordination

Work hand-in-hand with teams from Tech, Finance, Product, Ops, and Business Development.

Share ground-level insights with internal teams to improve system workflows and client experience.

Assist on cross-functional projects, client-specific campaigns, or special ops initiatives.

Skills & Attributes

• Strong follow-up discipline
• Confident and professional communicator
• Results-driven and resilient
• Team player with a proactive and positive attitude

Benefits

• EPF / SOCSO / EIS contributions
• Annual Leave, Medical Leave, and Public Holidays in accordance with Malaysian labour law
• Medical benefits (Outpatient & Hospitalisation)
• business mobile usage
• Mileage or transport claims for work-related travel
• Career development and progression opportunities within a fast-growing FMCG business

Job Type: Full-time

Pay: RM3,500.00 - RM4,500.00 per month

Benefits:

• Additional leave
• Free parking
• Health insurance
• Maternity leave
• Opportunities for promotion
• Professional development

Application Question(s):

• Do you have experience handling client enquiries via phone, email, chat, or WhatsApp?
• Have you worked in a role that required coordinating between clients, vendors, or internal teams?
• How many clients or accounts did you manage in your previous role?
• What is your expected salary ? Please refer the salary range above.
• What is your notice period?

Work Location: In person