APAC Customer Service Manager

Radiometer; Petaling Jaya; On-site; MYR 80,000 - 120,000; Full time

Benefits offered by this job

Health care program

Paid time off

Benefits information

Job summary

Pall Corporation in Petaling Jaya, Malaysia, seeks an experienced Customer Service Manager to lead APAC Customer Service Team Leads in Order-to-Cash activities across phone, email, and e-commerce. You will drive service performance, KPI achievement, and continuous improvement.

You will collaborate with sales, operations, supply chain, and logistics to ensure accurate information flows and a seamless customer experience.

Qualifications

• Bachelor’s degree or equivalent experience with at least 10 years in customer service
• Excellent written and verbal communication and a strong customer-focused mindset
• Proven problem-solving abilities in high-volume, fast-paced settings
• Experience with SAP or similar ERP systems and advanced MS Office skills
• 5+ years leadership supervising managers or team leads in global or multi-site environments
• Ability to collaborate across sales, operations, supply chain, engineering and shipping teams

Responsibilities

• Provide APAC leadership to Customer Service Team Lead Supervisors responsible for Order-to-Cash across phone, email and e-commerce
• Serve as senior escalation contact for complex customer issues and ensure quick, compliant resolutions
• Drive KPI/SLA targets, reporting, and continuous improvement initiatives
• Lead major customer service transformation and change management efforts
• Optimize workforce allocation and automation initiatives to improve service quality and analytics

Skills

Customer service leadership

SAP

Leadership

Communication

Problem solving

Global/multi-site experience

Education

Bachelor’s degree or equivalent

Tools

SAP ERP

Job description

Bring more to life. Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology? At Pall Corporation, one of Danaher’s 15+ operating companies, our work saves lives—and we’re all united by a shared commitment to innovate for tangible impact. You’ll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danaher’s system of continuous improvement, you help turn ideas into impact – innovating at the speed of life. As a global leader in high-tech filtration, separation, and purification, Pall Corporation thrives on helping our customers solve their toughest challenges. Our products serve diverse, global customer needs across a wide range of applications to advance health, safety and environmentally responsible technologies. From airplane engines to hydraulic systems, scotch to smartphones, OLED screens to paper—everyday Pall is there, helping protect critical operating assets, improve product quality, minimize emissions and waste, and safeguard health. For the exponentially curious, Pall is a place where you can thrive and amplify your impact on the world. Find what drives you on a team with a more than 75-year history of discovery, determination, and innovation. Learn about the Danaher Business System which makes everything possible.

The Customer Service Manager is responsible for providing APAC leadership to Customer Service Team Lead Supervisors responsible for Order-to-Cash activities across phone, email, and e-commerce including language speakers with the purpose of providing consistent, excellent customer service. This position reports to the Global Shared Service Leader - Customer Service and is part of the Customer Service Team located in Petaling Jaya, Malaysia and will be an on-site role working to cover APAC customers.

In this role, you will have the opportunity to: Provide APAC leadership to Customer Service Team Lead Supervisors responsible for Order-to-Cash activities across phone, email, and e-commerce. Serves as the main point of accountability for service performance, KPI and SLA targets, reporting, and continuous improvement. Work closely with customers and internal teams — including sales, operations, supply chain, and logistics—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. Coaches and mentors Team Leads globally to build leadership skills and reinforce Pall’s vision, culture, and performance standards. Lead major customer service transformation initiatives and manages change by communicating clearly, providing training, and addressing risks such as language and time zone coverage to maintain a positive customer experience during transitions. Optimizes workforce allocation and ensuring service quality during organizational transitions. Champion automation and data-driven process improvements, identifying ways to streamline workflows (like using RPA for routine tasks, AI) and overseeing analytics and reporting to drive accountability and enhance performance.

The essential requirements of the job include:

• Bachelor’s degree or equivalent experience, with at least 10 years of customer service experience, including roles in customer-facing and shared service environments.
• 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.

Pall Corporation, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it’s a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at Danaher Benefits Info.

For more information, visit www.danaher.com. Danaher is a leading global life sciences, biotechnology, and diagnostics innovator, helping to solve many of the world’s most important health challenges, ultimately improving quality of life for billions of people today, while setting the foundation for a healthier, more sustainable tomorrow. The Danaher ecosystem is made up of more than 15 businesses united by a shared commitment to innovate for tangible impact.

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