Customer Service Supervisor

MKS Instruments Malaysia Sdn Bhd; Batu Kawan; On-site; MYR 72,000 - 108,000; Full time

Job summary

MKS Instruments Malaysia Sdn Bhd is seeking a Customer Service Specialist Supervisor to lead the Customer Service team and deliver a high level of service. You will oversee order processing, delivery coordination, inquiries and issue resolution while ensuring accurate and timely execution of order management activities.

You will collaborate with Sales, Planning, Supply Chain, Logistics and Finance to align customer requirements with business priorities, monitor KPIs, coach team members, and

Qualifications

• Bachelor's degree in a relevant field required.
• Approximately 5+ years of experience in Customer Service/Order Management.
• Experience leading a Customer Service or Order Management team preferred.

Responsibilities

• Supervise daily Customer Service activities and ensure orders and inquiries are handled timely.
• Oversee end-to-end order management processes including pricing, returns, billing and delivery docs.
• Monitor orders and deliveries; identify delays and coordinate solutions with stakeholders.
• Act as escalation point for complex inquiries and complaints; ensure timely resolution.
• Collaborate with Sales, Planning, Supply Chain, Logistics and Finance to meet requirements.
• Track KPIs and drive improvements in service levels and order accuracy.

Skills

Customer service

Order management

Cross-functional collaboration

ERP systems (SAP SD)

Education

Bachelor's degree in Business Administration / Supply Chain / Logistics / Management

Tools

SAP SD

Job description

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.

Key responsibilities

• Supervise and support the daily activities of the Customer Service team, ensuring customer orders, inquiries and requests are handled accurately and within agreed timelines
• Oversee 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
• Monitor customer orders and deliveries, proactively identifying potential delays or issues and coordinating with relevant stakeholders to determine appropriate solutions
• Act as an escalation point for complex customer inquiries, complaints and order-related issues, ensuring timely resolution and effective communication with customers
• Work closely with Sales, Planning, Supply Chain, Logistics, Finance, Manufacturing and other functions to support customer requirements and business priorities
• Monitor team and functional KPIs and drive actions to improve service levels, order accuracy, response times and overall customer experience
• Provide coaching, guidance and ongoing support to Customer Service team members to strengthen capabilities and ensure consistent execution of processes
• Ensure adherence to established standard operating procedures, internal controls, customer requirements and applicable trade or regulatory requirements
• Identify opportunities to streamline customer service and order management processes and support continuous improvement initiatives
• Maintain effective communication and collaboration with regional and global Customer Service teams and share relevant best practices

About you

• 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
• 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
• Strong written and verbal communication skills in English; proficiency in other relevant local languages would be advantageous

About us

MKS Inc. and its affiliates and subsidiaries is an affirmative action and equal opportunity employer. We win as a team and are committed to recruiting and hiring qualified applicants based on merit, qualifications and business needs.