Customer Service Manager, Msia & Spore

ROCKWOOL Group; Hulu Kelang; On-site; MYR 80,000 - 120,000; Full time

Job summary

ROCKWOOL Group is seeking a Customer Service Manager in Hulu Kelang, Malaysia. The role involves managing the Customer Service team, ensuring efficient order processing, communication, and adherence to operational procedures while delivering unbeatable customer service. Ideal candidates should have 5 years of experience, preferably in manufacturing, and proficiency in Microsoft Office and SAP CRM. Strong leadership and management skills are essential for this position, which also requires the ability to travel within the region.

Qualifications

• 5 years' experience required, preferably in manufacturing industries.
• Experience managing a team is preferred.
• Dynamic and outgoing with excellent interpersonal skills.

Responsibilities

• Ensure efficient communication between customers and internal departments.
• Process domestic, inter-company, and export orders efficiently.
• Review and improve Customer Service team processes.

Skills

Team management

Data analysis

Microsoft Office proficiency

Management & leadership

Excellent communication skills

Interpersonal skills

Knowledge of SAP CRM

Tools

SAP

Job description

General responsibilities and activities include but is not limited to:

To ensure the Customer Service team carries out the customer service function by ensuring that orders entry, delivery management, invoicing and customer complaints are processed in a timely manner at most cost-effective, while maintaining the company core value of unbeatable customer service.

Customer Service Manager has to ensure the team has efficient communication between customers and inter‑department via phone calls, email, WhatsApp or face‑to‑face in relation to a product or service.

Key responsibilities and activities include but is not limited to:

• Review and improvise Customer Service team processes and guidelines with other departments from time to time to achieve highest efficiency and effectiveness in accordance to the business requirement.
• Ensure Customer Service team members understand and adhere to standard operation procedures including Do’s and Don’t’s.
• Issue Show cause letters, counselling letters, verbal warnings as and when required.
• Ensure the Customer Services team is able to process domestic, inter‑company orders and export orders efficiently and effectively.
• Arrange internal and external training to enhance Customer Service team members’ knowledge and exposures.
• Resolve escalated cases/incidents for a win‑win solution under the guideline of the Supply Chain Senior Manager in a timely manner.
• Ensure SAP invoicing system works well with Lembaga Hasil Dalam Negeri (LHDN) under MyTax system and escalates to the global IT team as and when required.
• Work closely with Sales Support, Sales & Marketing team for power pricing setup in SAP and e‑shop following the structural way and keeping the data up‑to‑date according to policy.
• Ensure all customer ordering queries are processed efficiently and promptly, ensuring that the direct contact provides unbeatable customer service.
• Escalate for advice when there is a potential incoming big orders/spike in finished goods demand for production planning and stock movement arrangements.
• Maintain strong stakeholder management with sales, finance and operation for special situations (plant shutdowns, machine stops due to low volumes), ready stocks for sale, etc.
• Work closely with Finance department on the MICCI renewal (and any other relevant permit/license) completed in a timely manner.
• Check and approve staff claims with best justification.
• Review and approve vendor payments in a timely manner.

Job Requirements :

• Experience managing a team is preferred.
• 5 years' experience required, preferably in manufacturing industries.
• Experience in analyzing key data to provide relevant, timely & accurate information.
• Proficiency in Microsoft Office (Outlook, Calendar, Mail).
• Strong management & leadership skills.
• Able to travel outstation/within the region.
• Dynamic and outgoing with excellent interpersonal skills.
• Good communication skills.
• Knowledge of SAP CRM will be an added advantage.