Customer Service Manager, Msia & Spore

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

General responsibilities and activities include but is not limited to: To ensure Customer service team carry out the customer service function by ensuring that orders entry, delivery management, invoicing and customer complaints are processed on timely manner at most cost-effectively, while maintaining company core value of unbeatable customer service. Customer Service Manager has to ensure the team has efficient communication between customers and inter-department either via phone calls, email, Whatapp 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. To ensure Customer Service team members understand and adhere standard operation procedures including Do's and Dont's. Issuance of Show cause letter, counselling letter, verbal warning letter as and when required. To ensure Customer Services team are 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. To resolve escalated cases/incidents for a win-win solution under the guideline of Supply Chain Senior Manager on timely manner. To ensure SAP invoicing system works well with Lembaga Hasil Dalam Negeri (LHDN) under MyTax system and escape to 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 upkeeping the data according to policy. To ensures all customer ordering queries are processed efficiently and promptly, ensuring that our direct contact does, in fact provide unbeatable customer service. Escalate for advise when there is a potential incoming big orders/spike in finished goods demand for production planning and stock movement arrangements. Strong stakeholder management with other departments such as sales, finance and operation for special situation (plant shut down, machine stops due to low volumes), ready stocks for sale, etc. To ensure and work closely with Finance department on the MICCI renewal (and any other relevant permit/license) complete on timely manner. To check and approve staff claims with best justification. To review and approve vendor payment on timely manner.

Job Requirements

Experienced managing a team is preferred. 5 years experience required preferably in manufacturing industries Experience in analyzing key data to provide relevant, timely & accurate information Must be proficient in use of Microsoft office (outlook, calendar, mail) Strong management & leadership skills Able to travel outstation/within the region Dynamics & outgoing with excellent inter-personality skills Good communication skills Knowledge of SAP CRM will be added advantage.

At ROCKWOOL Group, we are committed to enriching the lives of everyone who experiences our products and services. We help our customers and communities tackle many of today’s biggest sustainability and development challenges, from energy consumption and noise pollution to fire resilience, water scarcity, and flooding. Our product range reflects the diversity of the world’s needs, while supporting our stakeholders in reducing their own carbon footprint. Stone wool is a fully recyclable, versatile material that forms the basis of all our businesses. With ~11,800 dedicated colleagues in 37 countries and sales in more than 120, we are the world leader in stone wool products, from building insulation to acoustic ceilings, external cladding systems to horticultural solutions, customised stone wool insulation components for other manufacturers’ products and systems (OEM), to insulation for the process industry and marine & offshore. Ready to help build a better future for generations to come? Join us and make a difference! http://www.rockwool.com/group/about-us/careers/