Assistant Manager - Customer Service & Order Processing

The HEINEKEN Company; Petaling Jaya; On-site; MYR 90,000 - 130,000; Full time

Job summary

The Heineken Company in Malaysia is seeking an Assistant Customer Service Manager – Order Processing to lead the order management team and ensure accurate, timely fulfilment. You will coordinate across Commercial, Planning, Warehouse, Logistics, Finance and Manufacturing to drive service excellence and resolve issues quickly.

With 5–7 years in customer service or order management and 1–3 years of people leadership, you will coach teams, analyse performance, and implement process improvements.

Qualifications

• Bachelor's degree in business or related field.
• 5–7 years in Customer Service/Order Management with 1–3 years people management.
• Experience leading end-to-end order-to-delivery processes and cross-functional collaboration.
• Proficient with ERP systems (SAP), Excel, Power BI and reporting tools.

Responsibilities

• Lead end-to-end order processing cycle, ensuring timely, accurate, and compliant order fulfilment.
• Coach CS team to deliver high service standards and achieve operational KPIs.
• Collaborate with Commercial, Planning, Warehouse, Logistics, Finance, and Manufacturing teams to ensure seamless order fulfilment.
• Resolve customer escalations, requests, queries, and complaints while driving effective service recovery.
• Monitor customer service performance, analyse trends, and implement continuous improvement initiatives.
• Drive process standardisation, automation, and operational efficiency across customer service operations.
• Develop and present operational dashboards and insights to support business decisions and service governance.
• Ensure compliance with company policies, internal controls, audit requirements, and SLAs.

Skills

Stakeholder management

Analytical thinking

Leadership

Communication

SAP ERP

Excel

Power BI

Reporting tools

Customer-centric

Problem-solving

Education

Bachelor's degree in Business Administration, Supply Chain, Logistics, Operations Management, Commerce, or related field

Tools

SAP ERP

Power BI

Excel

Job description

About The Role

As the Assistant Customer Service Manager – Order Processing, you will lead the Customer Service team to ensure seamless order management, exceptional customer experience, and efficient order fulfilment. You will work closely with cross-functional teams to drive operational excellence, resolve customer issues, and continuously improve service performance.

Key Responsibilities

• Lead the end-to-end customer order processing cycle, ensuring timely, accurate, and compliant order fulfilment.
• Manage and coach the Customer Service team to deliver high service standards and achieve operational KPIs.
• Collaborate with Commercial, Planning, Warehouse, Logistics, Finance, and Manufacturing teams to ensure seamless order fulfilment.
• Resolve customer escalations, requests, queries, and complaints while driving effective service recovery.
• Monitor customer service performance, analyse trends, and implement continuous improvement initiatives.
• Drive process standardisation, automation, and operational efficiency across customer service operations.
• Develop and present operational dashboards and insights to support business decisions and service governance.
• Ensure compliance with company policies, internal controls, audit requirements, and service level agreements (SLAs).

Requirements

• Bachelor's Degree in Business Administration, Supply Chain, Logistics, Operations Management, Commerce, or a related field.
• Minimum 5–7 years' experience in Customer Service, Order Management, Supply Chain, Logistics, or related functions.
• At least 1–3 years of people management experience leading customer service or operations teams.
• Proven experience managing end-to-end order-to-delivery processes and customer issue resolution.
• Strong stakeholder management skills with experience working across cross-functional teams.
• Experience using ERP systems (preferably SAP), Microsoft Excel, Power BI, and reporting tools.
• Strong analytical, problem-solving, communication, and leadership capabilities with a customer-centric mindset.
• FMCG, manufacturing, beverage, pharmaceutical, or other fast-paced supply chain experience is highly preferred.