Customer Service Manager (Manufacturing)

FAGERDALA MALAYSIA SDN BHD; Seberang Perai; On-site; MYR 120,000 - 180,000; Full time

Job summary

Fagerdala Malaysia Sdn Bhd seeks a Customer Service Manager (Manufacturing) to lead a team of CS Partners and deliver outstanding customer experiences. You will oversee daily CS operations and partner with internal stakeholders and external customers across Malaysia and Singapore.

The role will be based at the Fagerdala Prai office. As a CS Manager, you will guide team members, drive process improvements, and ensure accurate order processing while maintaining strong customer relationships and

Qualifications

• Diploma or degree in a related field.
• 7-8 years of experience in customer service/marketing/sales/administration.

Responsibilities

• First point of escalation for CS Partners with guidance on approach to issues.
• Work autonomously within established procedures and suggest improvements; act as expert in order management and CS support.
• Ensure orders are processed accurately and queries are addressed in a timely manner.
• Plan and prioritize work; manage team workload and leave coverage to complete all tasks.
• Build and maintain customer relationships through proactive communication on order status, product availability, and delivery tracking; coordinate with vendor production lines.
• Update master data: new part numbers, price maintenance, pricing validity, and follow up with customers.
• Coordinate with suppliers for sample requests and internal design changes.

Education

Diploma/Degree in related field

Job description

Customer Service Manager (Manufacturing)

Sealed Air is looking for a Customer Service Manager! As a CS Manager within the Integrated Fabricated Solutions (IFS) Division, you will lead and coach a team of Customer Service Partners to deliver outstanding customer experiences, ensure smooth daily Customer Service operations and partner with the internal stakeholders and external customers across Malaysia and Singapore.

Location: The role will be based in Fagerdala Prai office.

What You'll Do

Be the first point of escalation when the CS Partner is unsure in a situation - provide advice and guidance on how to approach and address issues.

Work autonomously within established procedures and practices and is capable to suggest improvements and implement where is considered an expert in the order management process and support to other CS Partners.

Ensures that orders are processed accurately and efficiently, and any queries are dealt within timely manner.

Plan and priotize work to meet commitments. Manage and redistribute the workload of the team on a day to day basis as required to ensure all work is completed on time, taking into account annual leaves or unplanned sick leave.

Building and maintaining customer relationships through proactive customer communication related to order management eg. product availability, order status and delivery tracking. Coordinate with vendor's production line to ensure production plan completion.

Communicate with customers and manage internal accounts on a daily basis, dealing with enquiries and queries in a helpful, proactive and responsive manner.

To update and maintain the Master Data maintenance process i.e. new part number creation, price maintenance, i.e pricing validity, and follow up with customer.

Coordinate with supplier for sample request and coordinate internally with design team if there are any changes on artwork/drawing

Ensure all documentation and records are accurate, easy to access and correct.

Actively guide team member to improve the understanding of common goals, procedures and processes.

To provide training to the team by ensuring departmental objectives are achieved.

Work with the team to make recommendations and implement improvements to both our existing processes and for communication with customers and other department.

Manages complex situations and sometimes contradictory information, to effectively solve problems by using existing precedents or procedures.

Person Profile We're Looking For

At least a Diploma/Degree in related field,

Min. 7-8 years of working experience in customer service/marketing/sales/administration activities.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Logistics, Freight & Delivery Services 51-100 employees

We are an international protective packaging solutions provider, and we pride ourselves in providing value-added solutions at every stage of our customers needs and product lifecycle: from design to assisting our customers with their global and regional challenges to building new manufacturing plants and satellite facilities around the world. We are currently located in 6 countries, with 15 manufacturing facilities, and we have 1300 employees worldwide.

Through our heartfelt commitment to focus on customers' needs, we undertake packaging design and employ custom-built automated fabrication processes with sustainable materials to achieve protective packaging solutions across the globe.

We continuously extend our support to customers through new materials exploration, end-to-end solutions and research and development of the next generation of environmentally-friendly protective packaging materials.

We are an international protective packaging solutions provider, and we pride ourselves in providing value-added solutions at every stage of our customers needs and product lifecycle: from design to assisting our customers with their global and regional challenges to building new manufacturing plants and satellite facilities around the world. We are currently located in 6 countries, with 15 manufacturing facilities, and we have 1300 employees worldwide.

Through our heartfelt commitment to focus on customers' needs, we undertake packaging design and employ custom-built automated fabrication processes with sustainable materials to achieve protective packaging solutions across the globe.

We continuously extend our support to customers through new materials exploration, end-to-end solutions and research and development of the next generation of environmentally-friendly protective packaging materials.

What can I earn as a Customer Service Manager