Assistant Manager/ Senior Executive, Customer Care

YTY Group; Sitiawan; On-site; MYR 180,000 - 260,000; Full time

Job summary

Jora Malaysia is seeking an Assistant Manager, Customer Care to lead the Customer Care team and ensure an excellent service experience for customers. You will own customer orders, inquiries, complaints and issues, aligning resolutions with OTIF targets to support business growth.

Key responsibilities include developing policies and standards, coordinating with Supply Chain and Quality teams, and driving process improvements through ERP/IT initiatives.

Qualifications

• 8+ years in Customer Service, Customer Care, Supply Chain or Order Management
• Experience in manufacturing environments preferred
• Supervisory experience of a team (2–3 years) a plus

Responsibilities

• Lead and manage the Customer Care team to provide excellent service and strong customer engagement.
• Own customer orders, enquiries, complaints, and issues; resolve with OTIF targets in mind.
• Develop and improve customer service policies, procedures and standards.

Skills

Customer service leadership

Order management

Data analysis

Cross-functional coordination

Education

Bachelor's or Master's Degree in Engineering/Supply Chain/Business

Related field

Tools

Oracle ERP

ERP systems

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.

Assistant Manager, Customer Care role involves leading the Customer Care team to ensure an excellent customer service experience and strong customer engagement in support of business growth. You will take full ownership of customer orders, enquiries, complaints, and issues, ensuring timely and effective resolution in alignment with OTIF targets.

Key responsibilities

Lead and manage the Customer Care team to ensure an excellent customer service experience and strong customer engagement in support of business growth.

Take full ownership of customer orders, enquiries, complaints, and issues, ensuring timely and effective resolution in alignment with OTIF targets.

Develop, implement, and continuously improve customer service policies, procedures, and standards to enhance operational efficiency and service quality.

Establish departmental objectives aligned with company strategy and ensure execution through clear action plans and performance tracking.

Monitor end-to-end order fulfilment processes, ensuring coordination with Supply Chain, Production, Logistics, and Quality teams for seamless execution.

Analyse customer service performance data, KPIs, and service gaps; prepare regular management reports with actionable insights.

Drive continuous improvement initiatives, including process optimisation, digitalisation, and automation in collaboration with system/IT teams (e.g., ERP/Oracle).

Ensure accurate maintenance of customer records, order documentation, and communication logs in compliance with internal audit requirements.

Coordinate proactively with cross-functional teams to resolve supply disruptions, shipment delays, and OTIF-related issues.

Stay updated on industry best practices and regulatory requirements impacting export, shipping, and customer service operations.

About you

Bachelor's or Master's Degree in Engineering, Supply Chain Management, Business, or a related field.

More than 8 years of working experience in Customer Service, Customer Care, Supply Chain, or Order Management, preferably in a manufacturing environment. (Candidates with around 5 years of relevant experience may also be considered for an Executive-level position, depending on their overall experience and suitability.)

At least 2–3 years of supervisory experience leading a customer service team. (Candidates without supervisory experience may also be considered for Senior Executive or Executive roles, depending on their overall experience and suitability.)

Strong analytical and reporting skills with the ability to interpret data and generate insights.

Ability to manage multiple priorities and work under pressure in a fast-paced environment.

Strong coordination and stakeholder management skills with the ability to work cross-functionally.

Good command of both written and spoken English and Bahasa Malaysia.

Proactive, accountable, and results-oriented mindset with a strong sense of ownership.