Customer Experience Manager

Veralto; Selangor; On-site; MYR 120,000 - 180,000; Full time

Job summary

Veralto in Malaysia seeks a Customer Experience Manager to lead customer experience, service operations, and sales support, ensuring exceptional satisfaction and operational excellence. You will oversee order management, quotations, and respond to inquiries while collaborating with Sales, Service, Supply Chain, Finance, and Operations.

The role requires 7–10 years in related functions, a leadership track with customer-facing teams, and experience with ERP/CRM systems such as Oracle or SAP.

Qualifications

• Bachelor degree in Business Administration, Science, Engineering, Environmental Science, Chemistry, Biology, or related field.
• 7-10 years of experience in Customer Experience, Customer Service, Sales Support, Commercial Operations, or related functions.
• Leadership experience managing customer-facing teams.
• Experience with ERP systems such as Oracle, SAP, or similar platforms.
• Strong stakeholder management, communication, and problem-solving skills.

Responsibilities

• Lead customer experience and customer satisfaction initiatives.
• Manage customer service operations, order processing, quotations, and customer inquiries.
• Ensure timely and accurate execution of customer orders and requests.
• Act as the primary escalation point for customer concerns and service-related issues.
• Partner with Sales, Service, Supply Chain, Finance, and Operations teams.
• Drive continuous improvement and operational excellence initiatives.
• Monitor customer feedback, service levels, and customer satisfaction metrics.
• Lead and develop customer-facing teams; ensure ERP/CRM data accuracy and reporting compliance.

Education

Bachelor degree in Business Administration, Science, Engineering, Environmental Science, Chemistry, Biology, or related field

Leadership experience managing customer-facing teams

Strong stakeholder management, communication, and problem-solving skills

Tools

ERP systems such as Oracle or SAP

CRM platforms

Job description

The Customer Experience Manager is responsible for leading customer experience, customer service operations, sales support, order management, and cross-functional collaboration to deliver exceptional customer satisfaction and operational excellence.

Key Responsibilities

• Lead customer experience and customer satisfaction initiatives.


• Manage customer service operations, order processing, quotations, and customer inquiries.


• Ensure timely and accurate execution of customer orders and requests.


• Act as the primary escalation point for customer concerns and service-related issues.


• Partner with Sales, Service, Supply Chain, Finance, and Operations teams.


• Drive continuous improvement and operational excellence initiatives.


• Monitor customer feedback, service levels, and customer satisfaction metrics.


• Lead and develop customer-facing teams.


• Ensure ERP and CRM data accuracy and reporting compliance.

Qualifications

• Bachelor degree in Business Administration, Science, Engineering, Environmental Science, Chemistry, Biology, or related field.


• 7-10 years of experience in Customer Experience, Customer Service, Sales Support, Commercial Operations, or related functions.


• Leadership experience managing customer-facing teams.


• Experience with ERP systems such as Oracle, SAP, or similar platforms.


• Strong stakeholder management, communication, and problem-solving skills.