Customer Service Assistant Manager

NVD (M) Sdn Bhd; Alor Gajah; On-site; MYR 70,000 - 90,000; Full time

Job summary

A leading electronic manufacturing company in Malaysia seeks a Customer Service Center Manager to oversee operations and ensure high customer satisfaction. Responsibilities include managing order processing, resolving customer complaints, and coordinating with various teams. The ideal candidate has a bachelor's degree, 5–7 years of experience, and strong leadership skills. This role requires effective communication in English and Bahasa Malaysia, with Mandarin as an added advantage.

Qualifications

• Minimum 5–7 years of experience in customer service or order management.
• Strong understanding of manufacturing and logistics processes.
• Able to work under pressure and handle multiple priorities.

Responsibilities

• Lead CSC Executives in daily customer service and order management.
• Manage end-to-end order processing and ensure on-time delivery.
• Act as escalation point for customer complaints and urgent requests.
• Support sales team on customer requirements and documentation.

Skills

Leadership

Problem-solving

Communication in English

Communication in Bahasa Malaysia

Education

Bachelor’s degree in Business Administration or related field

Job description

Overview

To manage and support Customer Service Center (CSC) operations by leading the team, ensuring excellent customer satisfaction through effective order management, coordination with internal departments, and timely resolution of customer issues in an electronic manufacturing environment.

Responsibilities

• Lead and supervise CSC Executives in daily customer service and order management activities.
• Manage end-to-end order processing including order confirmation, delivery scheduling, and shipment coordination.
• Act as the main escalation point for customer complaints, delivery issues, and urgent requests.
• Coordinate closely with Production, Planning, Warehouse, Quality, and Purchasing and logistics teams to meet customer requirements.
• Monitor order fulfillment status and ensure on-time delivery performance.
• Prepare and analyze CSC reports (order status, backlog, delivery performance, customer complaints).
• Support sales team on customer requirements and documentation.
• Ensure compliance with company SOPs, ISO standards, and customer requirements.
• Drive continuous improvement initiatives to enhance customer satisfaction and operational efficiency.

Requirements

• Bachelor’s degree in Business Administration, Supply Chain, Logistics, or related field.
• Minimum 5–7 years of working experience in customer service, order management within an electronic manufacturing environment.
• Strong understanding of manufacturing processes, production planning, and logistics.
• Good communication skills in English and Bahasa Malaysia (Mandarin is an added advantage).
• Able to work under pressure and manage multiple priorities.
• Strong leadership and problem‑solving skills.