Customer Service Supervisor - Lead End-to-End Order Delivery

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

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