Customer Service Supervisor

MKS Instruments; Batu Kawan; On-site; MYR 60,000 - 90,000; Full time

Job summary

MKS Instruments in Penang, Malaysia seeks a Customer Service Supervisor to lead our CS team and manage end-to-end order activities. You will coordinate with Sales, Planning, Supply Chain, Logistics, and Finance to ensure timely deliveries and accurate processing while upholding quality and compliance.

Strong SAP SD and English communication are essential for success. The role emphasizes coaching, KPI ownership, and process improvements to enhance customer satisfaction and operational

Qualifications

• Bachelor’s Degree in Business Administration, Supply Chain, Logistics, Management or a related discipline.
• Approximately 5+ years of experience in Customer Service, Customer Operations, Order Management or related function, preferably within an MNC or manufacturing environment.
• Experience leading, supervising or mentoring a Customer Service or Order Management team.
• Strong understanding of order-to-delivery processes and customer service operations in a manufacturing environment.
• Experience working with ERP systems; SAP SD or similar order management systems would be advantageous.
• Knowledge of logistics, shipping and trade-related processes; familiarity with GPB, LMW or FTZ is a plus.
• Strong customer orientation with ability to manage escalations and priorities.
• Ability to coordinate across functions, locations and levels.
• Strong problem-solving and time management skills.
• Excellent written and verbal English; other local languages advantageous.

Responsibilities

• Supervising and supporting the daily activities of the Customer Service team, ensuring orders and inquiries are handled accurately.
• Overseeing end-to-end order management including pricing, returns, billing, delivery docs and related transactions.
• Monitoring orders and deliveries, identifying delays and coordinating solutions.
• Acting as escalation point for complex inquiries and issues with timely resolution.
• Collaborating with Sales, Planning, Supply Chain, Logistics, Finance, Manufacturing and other functions.
• Monitoring KPIs and driving actions to improve service levels and order accuracy.
• Providing coaching and guidance to team members to ensure consistent processes.
• Ensuring adherence to SOPs, internal controls and regulatory requirements.
• Identifying opportunities to streamline processes and support continuous improvement.
• Engaging with regional/global teams and sharing best practices.
• Supporting reporting and management reviews on performance and metrics.
• Promoting a customer-focused culture and professional communication.

Skills

Customer service

Order management

Cross-functional collaboration

SAP SD

MS Office

Education

Bachelor's Degree in Business Administration, Supply Chain, Logistics, Management

Tools

SAP SD

ERP systems

MS Office

Job description

A Day in Your Life at MKS

As a Customer Service Specialist Supervisor at MKS, you will lead and support the Customer Service team to deliver a high level of service to our customers while ensuring accurate and timely execution of order management activities.

You will oversee day-to-day customer service operations, including order processing, delivery coordination, customer inquiries, issue resolution and cross-functional communication. You will work closely with Sales, Supply Chain, Logistics, Finance and other internal stakeholders to ensure customer requirements are effectively managed and operational priorities are met.

You Will Make an Impact By:

• Supervising and supporting the daily activities of the Customer Service team, ensuring customer orders, inquiries and requests are handled accurately and within agreed timelines.
• Overseeing the end-to-end order management process, including sales order processing, pricing maintenance, customer returns, billing, delivery documentation, credit/debit memos and other customer-related transactions.
• Monitoring customer orders and deliveries, proactively identifying potential delays or issues and coordinating with relevant stakeholders to determine appropriate solutions.
• Acting as an escalation point for complex customer inquiries, complaints and order-related issues, ensuring timely resolution and effective communication with customers.
• Working closely with Sales, Planning, Supply Chain, Logistics, Finance, Manufacturing and other functions to support customer requirements and business priorities.
• Monitoring team and functional KPIs and driving actions to improve service levels, order accuracy, response times and overall customer experience.
• Providing coaching, guidance and ongoing support to Customer Service team members to strengthen capabilities and ensure consistent execution of processes.
• Ensuring adherence to established standard operating procedures, internal controls, customer requirements and applicable trade or regulatory requirements.
• Identifying opportunities to streamline customer service and order management processes and supporting continuous improvement initiatives.
• Maintaining effective communication and collaboration with regional and global Customer Service teams and sharing relevant best practices.
• Supporting reporting, data analysis and management reviews relating to customer service performance, open orders, deliveries and other operational metrics.
• Promoting a customer-focused culture and ensuring professional, responsive and consistent communication with customers and internal stakeholders.
• Performing other duties and responsibilities as assigned to support the needs of the business.

Skills You Bring:

• Bachelor’s Degree in Business Administration, Supply Chain, Logistics, Management or a related discipline.
• Approximately 5+ years of experience in Customer Service, Customer Operations, Order Management or a related function, preferably within an MNC or manufacturing environment.
• Prior experience leading, supervising or mentoring a Customer Service or Order Management team is strongly preferred.
• Strong understanding of order-to-delivery processes and customer service operations within a manufacturing environment.
• Experience working with ERP systems; SAP SD or similar order management systems would be highly advantageous. SAP SD and order-to-delivery knowledge are specifically relevant to the existing Penang Customer Service function.
• Good understanding of logistics, shipping and trade-related processes; knowledge of Malaysian customs requirements such as GPB, LMW or FTZ would be an advantage.
• Strong customer orientation with the ability to professionally manage escalations and competing priorities.
• Demonstrated ability to coordinate effectively across functions, locations and different levels of the organization.
• Strong problem-solving and decision-making skills with a high sense of urgency and ownership.
• Good organizational and time management skills with the ability to manage multiple priorities in a fast-paced environment.
• Strong written and verbal communication skills in English; proficiency in other relevant local languages would be advantageous.
• Proficiency in Microsoft Office applications and experience working with customer service or operational reporting tools.

#LI-DNI

Globally, our policy is to recruit individuals from wide and diverse backgrounds. However, certain positions require access to controlled goods and technologies subject to various export control regulations. Applicants for these positions may be limited (by, for example, their countries of citizenship, country of origin, or immigration status) where required by law or governmental contact, and/or employment made contingent upon the issuance of appropriate governmental licensing.

MKS Inc. and its affiliates and subsidiaries (“MKS”) is an affirmative action and equal opportunity employer: diverse candidates are encouraged to apply. We win as a team and are committed to recruiting and hiring qualified applicants regardless of race, color, national origin, sex (including pregnancy and pregnancy-related conditions), religion, age, ancestry, physical or mental disability or handicap, marital status, membership in the uniformed services, veteran status, sexual orientation, gender identity or expression, genetic information, or any other category protected by applicable law. Hiring decisions are based on merit, qualifications and business needs. We conduct background checks and drug screens, in accordance with applicable law and company policies. MKS is generally only hiring candidates who reside in states where we are registered to do business.

MKS is committed to working with and providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation during the application or interview process due to a disability, please contact us at [e-mail].