Customer Service Manager (Manufacturing) - Petaling Jaya

Customer Service Manager (Manufacturing) - Petaling Jaya

Responsibilities:

1. Leads and supervise a team of customer service officer/executive, providing them the guidance, training, and performance feedback.
2. Works with the team to provide administrative support, prepare client proposals and tender documents, monitoring service requests, manage client communications and maintain client services reports and databases.
3. Serves as the main liaison between the sales team and clients, ensuring timely and effective communication.
4. Handles client requests, questions, and feedback for service improvement.
5. Develops strong client relationships based on trust, transparency, and excellent service delivery.
6. Collaborates with internal teams (e.g. Operations, Finance, Human Resources) to deliver client requirements.
7. Creates relevant reports by collecting data, analyzing, summarizing information/data and outlining problems, opportunities and solutions.
8. Identifies, design and implement new processes to more effectively manage the department’s administration.
9. Performs quarterly internal reviews to ensure current operational processes and procedures are in-line with latest business requirements.
10. Ensures all team members use the Client Relationship Management (CRM) system and other tools effectively.
11. Prepares monthly billing memo, credit note memo, complaint memo and other relevant supporting documents.
12. Prepares relevant reports which includes weekly and monthly management/performance reports, trending analysis.

Requirements:

1. Diploma or Degree in Sales & Marketing or Business Management discipline.
2. More than 5 years working experience in customer service Manufacturing, Transportation, Logistics OR call center environment or equivalent.
3. Excellent interpersonal and communication skills with a high level of proficiency in verbal and written English including presentation skills.
4. Good analytical skills, result oriented, organized, detailed and committed to deadlines.
5. Innovative, resourceful and a team player with the ability to work independently in a dynamic & fast paced environment.
6. Computer literate with knowledge in MS Office applications.