Customer Service Supervisor: Lead Order Fulfillment & Excellence

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

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