Customer Service Manager — Lead a High-Impact Team

ROCKWOOL International A/S; Klang City; On-site; MYR 89,000 - 167,000; Full time

Job summary

ROCKWOOL Group in Malaysia is seeking a Customer Service Manager to lead the CS team in order entry, delivery, invoicing and complaint handling. You will ensure cross-department communication and optimize processes for efficiency, while upholding Rockwool's service standards.

The role requires 5+ years in a manufacturing setting, strong leadership, and proficiency in MS Office and SAP CRM. Travel within the region may be required.

Qualifications

• Experienced managing a team is preferred.
• 5 years experience in manufacturing preferred.
• Proficient in Microsoft Office (Outlook, Calendar, Mail).
• Strong management & leadership skills.
• Willing to travel regionally.

Responsibilities

• Ensure customer service team handles order entry, delivery, invoicing and complaints promptly.
• Maintain efficient communication between customers and inter-department via calls, email, WhatsApp, or in person.
• Review and improve CS team processes to achieve high efficiency.
• Issue show cause, counselling or warning letters when required.
• Process domestic, inter-company and export orders efficiently.
• Arrange internal/external training for CS team.
• Resolve escalated cases with timely, win-win outcomes.
• Ensure SAP invoicing aligns with tax authorities and escalate as needed.
• Collaborate with Sales Support and Sales & Marketing on pricing in SAP and the e-shop.

Skills

Team management

Customer service

SAP CRM

MS Office

Leadership

Communication

Tools

SAP CRM

MS Office

Job description

ROCKWOOL Group in Malaysia is seeking a Customer Service Manager to lead the CS team in order entry, delivery, invoicing and complaint handling. You will ensure cross-department communication and optimize processes for efficiency, while upholding Rockwool's service standards.

The role requires 5+ years in a manufacturing setting, strong leadership, and proficiency in MS Office and SAP CRM. Travel within the region may be required.