Customer Care Leader: OTIF & Process Excellence

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 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.