Lead the Customer Care team to deliver excellent service and drive customer engagement in support of business growth.
Own end-to-end order management — orders, enquiries, and complaints — ensuring timely resolution and OTIF (On-Time-In-Full) performance.
Develop and improve customer service policies, procedures, and departmental KPIs, aligning execution with company strategy.
Coordinate cross-functionally with Supply Chain, Production, Logistics, and Quality to ensure seamless order fulfilment and resolve disruptions/shipment delays.
Drive continuous improvement and reporting — analysing performance data, leading digitalisation/ERP initiatives, and presenting insights in management reviews
Requirements
Bachelor's/Master's in Engineering, Supply Chain, Business, or related field, with 8+ years in Customer Service/Customer Care/Order Management (manufacturing environment preferred), including 2–3 years in a supervisory/managerial role.
Strong analytical, reporting, and cross-functional stakeholder management skills, with the ability to manage multiple priorities under pressure.
Proficient in English and Bahasa Malaysia (written and spoken).
Proactive, accountable, and results-driven, with a strong sense of ownership.
