Customer Service Manager

IOT Manufacturing Sdn Bhd; Pasir Gudang; On-site; MYR 60,000 - 100,000; Full time

Job summary

IOT Manufacturing Sdn Bhd in Malaysia seeks a seasoned Customer Service Liaison to enhance customer experience by coordinating with internal teams and ensuring smooth order management.

You will handle pricing, quotations, order lifecycle from contract review to tracking, and address inquiries with professionalism while driving process improvements. Candidates should have 5+ years in EMS, strong communication, and ERP proficiency.

Qualifications

• Minimum 5 years in customer service or related field in EMS.
• Resourceful, self-driven, proactive and independent.
• Excellent communication and presentation skills; proficiency with ERP and CRM tools preferred.

Responsibilities

• Serve as the main liaison between customers and internal departments.
• Coordinate with sales, production, project management, and accounting.
• Provide pricing and delivery quotations from price lists.
• Manage orders through lifecycle: review, ERP entry, modifications, tracking.
• Address inquiries/complaints promptly and professionally.
• Analyze feedback and drive process improvements.
• Maintain records of interactions, orders, and feedback.
• Collaborate with teams to improve service delivery.

Skills

Customer service

Communication skills

ERP systems

Presentation skills

Interdepartmental liaison

Tools

ERP software

Job description

Job Summary

You will be responsible to enhance the customer experience by serving as the main liaison between customers and internal departments, ensuring efficient order management, prompt issue resolution, and the delivery of exceptional service.

Job Description

Act as the primary liaison for customers, coordinating with sales, production, project management, and accounting teams to provide timely and accurate information.

Provide pricing and delivery quotations to customers based on standardized price lists.

Manage customer orders through the entire lifecycle, including contract review, ERP entry, order modifications, confirmations, and tracking updates.

Address customer inquiries and complaints with professionalism, ensuring a prompt and satisfactory resolution. Continuously monitor and improve customer service processes to enhance overall satisfaction and operational efficiency.

Analyse customer feedback to identify areas for improvement and implement solutions that enhance the customer experience.

Maintain comprehensive records of customer interactions, orders, and feedback, ensuring accuracy and accessibility for future reference.

Collaborate with internal teams to develop strategies that improve service delivery and customer satisfaction.

Requirements

At least 5 years of working experience in customer service or related field preferably in the EMS industry.

Must be resourceful, self-driven, proactive and independent.

Must be able to communicate effectively with customers and possess excellent presentation skills. Proficiency in using ERP systems and other customer management software is an advantage

Consumer Electronics Manufacturing 1,001-5,000 employees