Assistant Manager - Customer Service & Order Processing

Heineken; Selangor; On-site; MYR 90,000 - 140,000; Full time

Job summary

Heineken Malaysia is hiring an Assistant Customer Service Manager – Order Processing to lead the Customer Service team, ensuring seamless order management and excellent customer experience. You will collaborate with Commercial, Planning, Warehouse, Logistics, Finance, and Manufacturing to drive operational excellence and timely fulfilment.

You will manage a team’s performance, resolve customer issues, and implement continuous improvements across processes.

Qualifications

• Bachelor's degree in a related field.
• 5–7 years' experience in Customer Service or related functions.
• 1–3 years of people management experience.
• Proven experience in end-to-end order-to-delivery processes and issue resolution.
• Experience using ERP systems (SAP preferred) and reporting tools.

Responsibilities

• Lead end-to-end order processing cycle with timely, accurate fulfilment.
• Coach CS team to meet service standards and KPIs.
• Collaborate with Commercial, Planning, Warehouse, Logistics, Finance and Manufacturing teams.
• Resolve escalations and drive service recovery.
• Monitor performance and implement continuous improvement initiatives.
• Drive process standardisation and automation across CS operations.
• Develop dashboards and insights to support business decisions and governance.
• Ensure compliance with SLAs and internal controls.

Skills

Customer Service

Order Management

Stakeholder Management

Leadership

Cross-functional Leadership

Education

Bachelor's Degree in Business Administration / Supply Chain / Logistics / Operations Management / Commerce

Tools

SAP ERP

Microsoft Excel

Power BI

Reporting Tools

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.