APAC Customer Service Leader — Drive Transformation

Pall Corporation; Petaling Jaya; On-site; MYR 180,000 - 280,000; Full time

Benefits offered by this job

Benefits package

Job summary

Pall Corporation in Petaling Jaya, Malaysia, is seeking a Customer Service Manager to lead APAC teams responsible for Order-to-Cash across phone, email, and e-commerce. The role covers KPI targets, SLA performance, and continuous improvement to deliver world-class service.

You will collaborate with sales, operations, supply chain, and logistics to ensure accurate information flow, coach Team Leads, and drive automation and data-driven changes to sustain excellent customer experiences.

Qualifications

• Bachelor’s degree or equivalent experience, with at least 10 years of customer service experience.
• Excellent written and verbal communication skills and a strong commitment to customer satisfaction.
• Proven problem-solving abilities in high-volume, fast-paced, multi-tasking settings.
• Experience with SAP or similar ERP systems and advanced proficiency in Microsoft Office.
• 5+ years leadership experience supervising managers or Team Leads, especially in global or multi-site settings.
• Ability to collaborate effectively across sales, operations, engineering, supply chain, and shipping teams.

Responsibilities

• Provide APAC leadership to Customer Service Team Lead Supervisors responsible for Order-to-Cash activities across phone, email, and e-commerce.
• Work closely with customers and internal teams to ensure accurate, timely information flows and a seamless customer experience worldwide.
• Act as the senior escalation contact for complex customer issues, ensuring quick, compliant resolutions and consistent global policy execution.
• Lead major customer service transformation initiatives and manage change by communicating clearly, providing training, and addressing risks during transitions.
• Champion automation and data-driven process improvements, identifying ways to streamline workflows and overseeing analytics and reporting.

Skills

Leadership

SAP

MS Office

Customer service

Cross-functional collaboration

Communication

Problem-solving

Team coaching

Education

Bachelor's degree or equivalent experience

Tools

SAP ERP

Microsoft Office

Job description

Pall Corporation in Petaling Jaya, Malaysia, is seeking a Customer Service Manager to lead APAC teams responsible for Order-to-Cash across phone, email, and e-commerce. The role covers KPI targets, SLA performance, and continuous improvement to deliver world-class service.

You will collaborate with sales, operations, supply chain, and logistics to ensure accurate information flow, coach Team Leads, and drive automation and data-driven changes to sustain excellent customer experiences.