Customer Service Team Lead

FENGSHI METAL TECHNOLOGY MALAYSIA SDN. BHD.; Nibong Tebal; On-site; MYR 67,000 - 112,000; Full time

Job summary

Fengshi Metal Technology Malaysia Sdn. Bhd. is seeking a capable Customer Service Manager to lead the team and ensure efficient daily operations, timely customer support, and strong order management.

You will coordinate with Sales, Production, Planning, QC, Engineering, and Logistics to deliver orders on time, resolve complaints, and drive customer satisfaction.

Qualifications

• Diploma or degree in related fields.
• Experience in customer-facing roles.
• Supervisory experience preferred.

Responsibilities

• Lead and manage the Customer Service team to ensure efficient daily operations and timely customer support.
• Serve as the main contact for customers regarding orders, delivery schedules, product inquiries, and service issues.
• Coordinate with Sales, Production, Planning, QC, Engineering, and Logistics to ensure customer orders are completed and delivered on time.
• Monitor order status, production progress, delivery schedules, and communicate updates or delays to customers proactively.
• Handle customer complaints, quality issues, returns, and requests, ensuring timely investigation and effective resolution.
• Coordinate with relevant departments on corrective and preventive actions for customer complaints.
• Review customer requirements, specifications, drawings, delivery schedules, and special requirements to ensure accurate communication internally.
• Maintain accurate customer records, order information, correspondence, and service-related documentation.
• Monitor customer satisfaction and identify opportunities to improve service quality and customer retention.
• Prepare and monitor customer service KPIs, including on-time delivery, response time, complaint resolution, and customer satisfaction.
• Establish and improve customer service procedures, workflows, and communication standards.
• Support key customers and handle escalated issues professionally.
• Provide regular reports to management on customer feedback, complaints, order status, and service performance.
• Support customer audits, meetings, visits, and other customer-related activities when required.

Skills

Customer service

Order management

Sales coordination

Manufacturing-related customer support

Supervisory experience

Education

Diploma or Degree in Business Administration, Customer Service, Supply Chain, Manufacturing, Engineering, or related field

Tools

ERP/MES systems

Job description

Lead and manage the Customer Service team to ensure efficient daily operations and timely customer support.

Serve as the main contact for customers regarding orders, delivery schedules, product inquiries, and service issues.

Coordinate with Sales, Production, Planning, QC, Engineering, and Logistics to ensure customer orders are completed and delivered on time.

Monitor order status, production progress, delivery schedules, and communicate updates or delays to customers proactively.

Handle customer complaints, quality issues, returns, and requests, ensuring timely investigation and effective resolution.

Coordinate with relevant departments on corrective and preventive actions for customer complaints.

Review customer requirements, specifications, drawings, delivery schedules, and special requirements to ensure accurate communication internally.

Maintain accurate customer records, order information, correspondence, and service-related documentation.

Monitor customer satisfaction and identify opportunities to improve service quality and customer retention.

Prepare and monitor customer service KPIs, including on-time delivery, response time, complaint resolution, and customer satisfaction.

Establish and improve customer service procedures, workflows, and communication standards.

Support key customers and handle escalated issues professionally.

Provide regular reports to management on customer feedback, complaints, order status, and service performance.

Support customer audits, meetings, visits, and other customer-related activities when required.

Requirements

Diploma or Degree in Business Administration, Customer Service, Supply Chain, Manufacturing, Engineering, or related field.

Minimum 3–5 years of experience in customer service, order management, sales coordination, or manufacturing-related customer support, with supervisory experience preferred.

Experience in a manufacturing or engineering environment is an advantage.

Good understanding of production processes, quality requirements, delivery coordination, and order management.

Strong communication, problem-solving, negotiation, and customer-handling skills.

Able to coordinate effectively with multiple departments and manage multiple priorities.

Proficient in Microsoft Office; experience with ERP/MES systems is an advantage.

Responsible, organized, proactive, and able to work under pressure.

Fengshi is a rapidly growing Small & Medium-sized Enterprise (SME) in the Metal Technology and manufacturing industry. Fengshi believes that customer centricity and entrepreneurial decision making are critical success factors for successful partnering.

Fengshi supports many customers from different industries with the parts and finished products it produces. To do so, we have had to not only had to pass very demanding industry specific certifications, but also detailed customers audits that verify Fengshi’s ability to being able to operate successfully in the value chain of our customers.

Fengshi is a rapidly growing Small & Medium-sized Enterprise (SME) in the Metal Technology and manufacturing industry. Fengshi believes that customer centricity and entrepreneurial decision making are critical success factors for successful partnering.

Fengshi supports many customers from different industries with the parts and finished products it produces. To do so, we have had to not only had to pass very demanding industry specific certifications, but also detailed customers audits that verify Fengshi’s ability to being able to operate successfully in the value chain of our customers.