Customer Service Manager

Premium Vegetable Oils; Pasir Gudang; On-site; MYR 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a Customer Service Manager to enhance customer satisfaction and loyalty through effective relationship management and process improvement. This role involves overseeing the entire order lifecycle, resolving customer complaints, and leading a dedicated team to achieve service excellence. With a focus on collaboration across production and logistics, you will drive initiatives that enhance productivity and customer experience. Join a dynamic environment where your leadership will make a significant impact on operational success and customer engagement.

Benefits

Medical Insurance

Miscellaneous Allowance

Gym Membership

Formal Uniform

Insurance for Family Members

Qualifications

• 7-10 years of customer service experience, including leadership roles.
• Skilled in CRM and managing order fulfillment processes.

Responsibilities

• Build and maintain strong customer relationships for loyalty.
• Oversee order lifecycle ensuring accuracy and compliance.
• Lead a high-performing customer service team.

Skills

Customer Relationship Management (CRM)

Team Leadership

Communication Skills

Process Improvement

Customer Service Experience

Education

Degree in Business Administration

Job description

Build and sustain strong relationships with key customers to ensure satisfaction and long-term loyalty.

Oversee the full order lifecycle—from receipt to dispatch—ensuring accuracy, on-time delivery, and compliance with customer specifications.

Investigate and resolve customer complaints and delivery issues through root cause analysis.

Collaborate with production, quality, and logistics teams to implement corrective and preventive actions.

Lead and develop a high-performing customer service team.

Provide coaching, training, and performance management to drive service excellence and team engagement.

Process Improvement

Identify opportunities to enhance customer service processes, systems, and performance metrics.

Utilize data and KPIs to monitor efficiency and implement improvements that boost productivity and customer satisfaction.

Coordination with Production & Supply Chain

Serve as the key liaison between customers and internal teams to ensure alignment on order requirements, production schedules, and delivery timelines.

Qualification / Requirements

Holds a Degree in Business Administration.

Brings 7–10 years of customer service experience, including at least 3 years in a leadership role within manufacturing or industrial settings.

Skilled in Customer Relationship Management (CRM).

Strong team leadership abilities with excellent communication skills.

Experienced in managing end-to-end order fulfillment processes.

Proficient in driving process improvement initiatives.

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Manufacturing, Transport & Logistics 101-1,000 employees

Premium Vegetable Oils Sdn Bhd was incorporated in 1978 and manufactures a wide range of specialty fats which include cocoa butter substitutes, cocoa butter replacers, coating fats, creaming fats, milk fat replacers, base fats for chocolate spreads, ice cream fats, palm oil fractions, shortenings, margarine hard stock, vegetable ghee and other fat blends. These fats and oils are based on palm kernel oil, palm oil, coconut oil including those refined, fractionated, hydrogenated and interesterified products. Some of the main customers of Premium Vegetable Oils over the years include Kraft Food, Nestle, Unilever, Kerry Ingredients, Brittania, Johnson Matthey, Dabur and AB Mauri.

With the acquisition of Premium Group, Goodhope entered the edible oils and fats segment and also secured all intellectual property rights including the Premium Nutrients brand name. The two companies currently in operation, Premium Vegetable Oils Sdn Bhd and Premium Fats Sdn Bhd; are now owned by Premium Nutrients (Pvt) Ltd, the Singapore based fully owned subsidiary of Goodhope Asia Holdings Ltd.

With its refining facilities located in Malaysia , the Premium Group produces a wide range of refined and fractionated oils and fats such as specialty fats, bulk oils, animal feed and other by-products derived primarily from Crude Palm Kernel Oil, Crude Coconut Oil and fractions of palm oil. The combined refining and specialty fats processing capacities are over 1,000 MT per day.

The Company is constantly on the lookout for potential markets and other opportunities to strengthen the business segment through value addition to it’s product range, increased distribution networks and offering a wider range of specialty fats products.

Premium Vegetable Oils Sdn Bhd was incorporated in 1978 and manufactures a wide range of specialty fats which include cocoa butter substitutes, cocoa butter replacers, coating fats, creaming fats, milk fat replacers, base fats for chocolate spreads, ice cream fats, palm oil fractions, shortenings, margarine hard stock, vegetable ghee and other fat blends. These fats and oils are based on palm kernel oil, palm oil, coconut oil including those refined, fractionated, hydrogenated and interesterified products. Some of the main customers of Premium Vegetable Oils over the years include Kraft Food, Nestle, Unilever, Kerry Ingredients, Brittania, Johnson Matthey, Dabur and AB Mauri.

With the acquisition of Premium Group, Goodhope entered the edible oils and fats segment and also secured all intellectual property rights including the Premium Nutrients brand name. The two companies currently in operation, Premium Vegetable Oils Sdn Bhd and Premium Fats Sdn Bhd; are now owned by Premium Nutrients (Pvt) Ltd, the Singapore based fully owned subsidiary of Goodhope Asia Holdings Ltd.

With its refining facilities located in Malaysia , the Premium Group produces a wide range of refined and fractionated oils and fats such as specialty fats, bulk oils, animal feed and other by-products derived primarily from Crude Palm Kernel Oil, Crude Coconut Oil and fractions of palm oil. The combined refining and specialty fats processing capacities are over 1,000 MT per day.

The Company is constantly on the lookout for potential markets and other opportunities to strengthen the business segment through value addition to it’s product range, increased distribution networks and offering a wider range of specialty fats products.

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Perks and benefits Medical Miscellaneous allowance Sports (e.g. Gym) Formal / Uniform, Insurance for Family members, Bo

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