Customer Service Team Lead — Cross-Functional Ops

Fengshi Metal Technology; Seberang Perai; On-site; MYR 120,000 - 180,000; Full time

Job summary

Jora Malaysia is seeking a Customer Service Manager to lead the team, coordinate with Sales, Production, and Logistics, and ensure timely delivery and high-quality service.

The role requires strong communication, problem-solving, and multitasking abilities within a manufacturing environment. On-site position based in Penang with opportunities to optimize processes and customer satisfaction.

Qualifications

• Diploma or degree in Business Administration, Customer Service, Supply Chain, Manufacturing, Engineering, or related field.
• 3–5 years in customer service, order management, or sales coordination with supervisory experience preferred.
• Experience in manufacturing/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 with multiple departments and manage multiple priorities.
• Proficient in Microsoft Office; ERP/MES experience is an advantage.
• Responsible, organized, proactive, and able to work under pressure.

Responsibilities

• Lead and manage the Customer Service team to ensure efficient daily operations and timely support.
• Serve as main contact for customers regarding orders, delivery schedules, product inquiries, and service issues.
• Coordinate with Sales, Production, Planning, QC, Engineering, and Logistics to complete orders on time.
• Monitor order status, production progress, delivery schedules, and communicate updates or delays to customers.
• Handle customer complaints, quality issues, returns, and carry out timely investigations.
• Coordinate with departments on corrective and preventive actions for complaints.
• Maintain accurate customer records and service documentation.
• Prepare and monitor customer service KPIs such as on-time delivery and response times.
• Support customer audits, meetings, visits, and reports to management.

Skills

Leadership

Communication

Problem-solving

Negotiation

Multitasking

Customer handling

Cross-functional collaboration

Education

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

Tools

Microsoft Office

ERP/MES systems

Job description

Jora Malaysia is seeking a Customer Service Manager to lead the team, coordinate with Sales, Production, and Logistics, and ensure timely delivery and high-quality service.

The role requires strong communication, problem-solving, and multitasking abilities within a manufacturing environment. On-site position based in Penang with opportunities to optimize processes and customer satisfaction.