Customer Service Leader

Coty; Selangor; Hybrid; MYR 60,000 - 80,000; Full time

Job summary

A leading beauty company based in Malaysia is seeking a Customer Service Manager to oversee daily operations and lead the support team. The role involves managing customer relations, ensuring orders are processed efficiently, and continuously improving service levels. Candidates should have 3-5 years of experience in a similar role, strong communication skills, and proficiency in SAP and Excel. This position requires working during Sydney business hours.

Qualifications

• Minimum 3-5 years previous experience in a similar role.
• Must be proficient in English language both written and verbal.
• Able to work during Sydney business time.

Responsibilities

• Oversee daily customer service operations and ensure satisfaction.
• Lead the customer service support team and process customer orders.
• Provide resolution for advanced customer issues and maintain customer relationships.
• Manage and review team performance against service KPIs.
• Continuously improve customer service systems and procedures.

Skills

High level communication and interpersonal skills

Analytical and problem-solving skills

Intermediate to advanced computer literacy

Ability to work collaboratively

Education

Tertiary qualifications in related field

Tools

SAP

Excel

Job description

Coty is a world leader in beauty and home to an illustrious roster of cosmetic, skincare and fragrance brands. And our company has a mission: to challenge the definition of beauty, to encourage authenticity and celebrate diversity. Because to us at Coty, beauty isn’t about conforming to somebody else’s ideal. It’s about inclusion and liberating everyone to shine in their unique way.

Primary Objectives

• Oversee ANZ daily customer service operations, ensuring high standards and satisfaction, and serve as the primary contact between Distribution and retailers for issue resolution.
• Lead the Customer Service support team ensuring customer orders are efficiently processed and released, delivery window requirements are captured and met, credits reviewed and actioned, and complaints are appropriately documented, considered, and actioned.

Key Responsibilities

• Provide resolution for advanced customer issues, while building and maintaining strong relationships with all customers, both internal and external.
• Lead process reviews to promote continuous improvement of service levels.
• Provide regular reporting on team performance against service KPI’s.
• Manage the team to receive, process and fill customer orders to meet targets. Develop and update training materials and train all relevant stakeholders in these processes including new employee orientation and sales training as required.
• Continuously improve customer service systems to streamline procedures and reduce operating costs.
• Complete required corporate training and ensure the Customer Service team also completes necessary training on time.
• Lead, develop and manage an effective, engaged and motivated Customer Service team, maintain a supportive, collaborative working environment in line with Coty values.
• Review, assess and action requests such as leave approvals and expenses, ensuring company policies are adhered to.
• Manage multiple Email Inboxes to ensure timely action of requests and queries.
• Provide UAT Testing Support for any System changes or new customer’s EDI set up.
• Provide Master Data Support for all ANZ requests, as well as maintain Sharepoint reports and trackers.
• Ensure ongoing ANZ SOX Compliance for OTC12, OTC14, OTC22, OTC28, OTC50 (including SOP updates, Tracker Maintenance, approval, and audit filing).
• Provide Finance Audit support for SOX Compliance as required.

Critical Success Factors

• High level communication and interpersonal skills, with ability to influence and work collaboratively with sales and other functional teams
• Excellent presentation and written communication skills.
• Strong analytical, thinking and problem solving skills.
• Ability to track trends, identify anomalies, and propose solutions using data insights to improve the overall customer experience.
• Highly organized with the ability to prioritize daily tasks, multitask and manage competing demands and tight deadlines.
• Intermediate to advanced computer literacy – advanced knowledge of Excel and experience with SAP required.
• Effective team player, with an ability to work collaboratively in a fast‑paced environment.

Qualifications and Experience

• Tertiary qualifications in related field
• Minimum 3‑5 years previous experience in a similar role
• Must be proficient in English language both written and verbal
• Able to work during Sydney business time