Assistant Manager - Customer Service - Order Processing

The HEINEKEN Company; Selangor; On-site; MYR 110,000 - 190,000; Full time

Job summary

The HEINEKEN Company in Malaysia is seeking an Assistant Customer Service Manager – Order Processing to lead the order processing cycle and ensure a superior customer experience. You will partner with Commercial, Planning, Warehouse, Logistics, Finance, and Manufacturing to ensure accurate fulfilment and strong service levels.

You will coach a customer service team, drive continuous improvement, and oversee dashboards and governance to support strategic decisions.

Qualifications

• Bachelor's Degree in Business Administration, Supply Chain, Logistics, Operations Management, Commerce, or a related field.
• 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.
• Experience managing end-to-end order-to-delivery processes and customer issue resolution.
• Experience with ERP systems (SAP), Excel, and Power BI.

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 KPIs.
• Collaborate with Commercial, Planning, Warehouse, Logistics, Finance, and Manufacturing teams for seamless order fulfilment.
• Resolve customer escalations, requests, queries, and complaints while driving service recovery.
• Monitor customer service performance, analyse trends, and implement improvement initiatives.
• Drive process standardisation, automation, and efficiency across customer service operations.
• Develop and present operational dashboards and insights to support decisions and governance.
• Ensure compliance with company policies, internal controls, audit requirements, and SLAs.

Skills

Leadership

Stakeholder management

Analytical thinking

Communication

Education

Bachelor's degree in Business Administration or related field

Tools

SAP

Microsoft Excel

Power BI

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

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.

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.