APAC Customer Service Manager - Malaysia & Singapore

Sealed Air Corporation; Seberang Perai; On-site; MYR 80,000 - 110,000; Full time

Job summary

Sealed Air Corporation in Malaysia is seeking a Customer Service Manager to lead and coach a team of Customer Service Partners, ensuring outstanding customer experiences and smooth daily operations across Malaysia and Singapore.

Based at the Fagerdala Prai office, you will work with internal stakeholders and external customers, escalate issues, and drive process improvements in order management and related activities.

Qualifications

• At least a Diploma/Degree in related field.
• Min. 7-8 years of working experience in customer service/marketing/sales/administration activities.

Responsibilities

• Be the first point of escalation when the CS Partner is unsure in a situation - provide advice and guidance on how to approach and address issues.
• Work autonomously within established procedures and practices and is capable to suggest improvements and implement where is considered an expert in the order management process and support to other CS Partners.
• Ensures that orders are processed accurately and efficiently, and any queries are dealt within timely manner.
• Plan and priotize work to meet commitments. Manage and redistribute the workload of the team on a day to day basis as required to ensure all work is completed on time, taking into account annual leaves or unplanned sick leave.
• Building and maintaining customer relationships through proactive customer communication related to order management eg. product availability, order status and delivery tracking. Coordinate with vendor's production line to ensure production plan completion.
• Communicate with customers and manage internal accounts on a daily basis, dealing with enquiries and queries in a helpful, proactive and responsive manner.
• To update and maintain the Master Data maintenance process i.e. new part number creation, price maintenance, i.e pricing validity, and follow up with customer.
• Coordinate with supplier for sample request and coordinate internally with design team if there are any changes on artwork/drawing
• Ensure all documentation and records are accurate, easy to access and correct.
• Actively guide team member to improve the understanding of common goals, procedures and processes.
• To provide training to the team by ensuring departmental objectives are achieved.
• Work with the team to make recommendations and implement improvements to both our existing processes and for communication with customers and other department.
• Manages complex situations and sometimes contradictory information, to effectively solve problems by using existing precedents or procedures.

Education

Diploma/Degree in related field

Job description

Sealed Air Corporation in Malaysia is seeking a Customer Service Manager to lead and coach a team of Customer Service Partners, ensuring outstanding customer experiences and smooth daily operations across Malaysia and Singapore.

Based at the Fagerdala Prai office, you will work with internal stakeholders and external customers, escalate issues, and drive process improvements in order management and related activities.