Customer Service Manager

World Courier Singapore Pte Ltd; Petaling Jaya; On-site; MYR 80,000 - 100,000; Full time

Job summary

A logistics company is seeking a Manager of the Control Center in Petaling Jaya, Malaysia. In this leadership role, you will oversee the Customer Service Control Center team, ensuring smooth operations and coordination between various teams. The ideal candidate will have 3+ years of leadership experience in operations or logistics and a university degree in a relevant field. Excellent project management and interpersonal skills are also essential, along with the ability to communicate effectively across diverse teams.

Qualifications

• 3+ years of leadership experience in operations, logistics, or customer service.
• Experience in pharmaceutical supply chain or chemical industry is an advantage.
• Strong project management capability and analytical abilities.

Responsibilities

• Lead and manage the Customer Service Control Center team.
• Oversee daily operations and ensure smooth task allocation.
• Implement globally consistent processes and monitor KPIs.

Skills

Leadership

Project management

Analytical skills

Interpersonal skills

Customer service

Education

University degree (BSc/MBA) in business administration, logistics, engineering, or related fields

Tools

PowerPoint

Excel

Outlook

Case Management

Project management tools

Job description

Overview

As the Manager of the Control Center, you will oversee a high‑performing team supporting international operations across multiple regions. You will ensure seamless coordination between teams, optimize processes, drive service quality, and serve as the key escalation point for service‑related issues. This dynamic leadership role sits at the center of our global operations and plays a pivotal part in delivering a frictionless customer experience.

Responsibilities

• Lead, develop, and manage the Customer Service Control Center team supporting multiple regions.
• Oversee daily operations, make informed prioritization decisions, and ensure smooth task allocation.
• Implement globally consistent processes and support the integration of new operational activities.
• Act as the highest escalation point for customer, service, and vendor‑related issues.
• Develop tools, systems, and processes to enhance operational performance.
• Establish and monitor operational KPIs with a strong focus on excellence and customer satisfaction.
• Build local capabilities to adapt to evolving business demands.
• Strengthen collaboration with Customer Service, Operations, and shared service teams across other locations.
• Build relationships with external vendors and stakeholders to maximize value for customers.
• Drive continuous improvement, workforce planning, and change management initiatives.
• Ensure compliance with company guidelines, safety regulations, and quality standards.

Education

University degree (BSc/MBA) in business administration, logistics, engineering, or related fields, or equivalent experience.

Work Experience

• 3+ years of leadership experience, ideally within operations, logistics, or customer service.
• Experience in pharmaceutical supply chain or chemical industry is an advantage.
• Strong project management capability, able to track and oversee large‑scale initiatives.
• Familiarity with PowerPoint, Excel, Outlook, Case Management and project management tools.
• English language proficiency at business level.
• Strong interpersonal skills and ability to lead culturally diverse teams across regions.
• Excellent analytical and problem‑solving abilities.
• Ability to collaborate across multidisciplinary teams and adapt quickly to business needs.
• Strong presentation skills, capable of conveying technical information effectively.
• Ability to communicate effectively both orally and in writing with team members and management, including solid teamwork, interpersonal, and collaboration skills.
• Ability to work effectively in remote, hybrid, and/or geographically dispersed environments, including multiple time-zones domestically and internationally.
• Detail orientated and disciplined to solve complex problems with the ability to resolve issues and drive solutions that create win‑win situations.