Customer Service Team Lead - SAP & Logistics

Talent Trader Group Pte Ltd; Shah Alam; On-site; MYR 60,000 - 80,000; Full time

Job summary

Talent Trader Group Pte Ltd in Shah Alam, Malaysia, seeks a Team Leader for Customer Service & Customer Care to manage end-to-end order processing, support operations, and master data governance within SAP and CRM environments.

You will supervise a multi-channel support team, track service SLAs, and collaborate with Supply Chain, Sales, and 3PL partners to optimize performance and CSAT. Minimum 3–4 years in a supervisory role is required.

Qualifications

• Diploma or Bachelor's degree in Business Administration, Supply Chain, Logistics, Operations, or a related field.
• Minimum 3 to 4 years of experience in order management, customer service, or sales operations, including 2 to 3 years in a supervisory or team lead capacity.
• Proven background supporting B2B or B2C operations within industrial, FMCG, retail, or e-commerce sectors.

Responsibilities

• Oversee daily team operations and coaching, ensure staff training on product updates and system SOPs.
• Monitor KPIs against service SLAs such as response times and order accuracy.
• Oversee end-to-end order processing in SAP with pricing, delivery notes and shipping docs.
• Coordinate with 3PL partners to resolve delivery issues and stock availability.
• Supervise omnichannel customer support across phone, email, chat and portals for orders, quotes, complaints, and credit notes.
• Partner with internal departments to resolve escalations and improve customer experience.
• Govern Customer Master Data and CRM documentation; develop dashboards showing CSAT, claim rates, and utilization.

Skills

Team leadership

Customer service excellence

Analytical thinking

Communication skills

Education

Diploma/Bachelor in Business Administration or related

Supply Chain/ Logistics/ Operations background

Tools

SAP

CRM systems

Job description

Talent Trader Group Pte Ltd in Shah Alam, Malaysia, seeks a Team Leader for Customer Service & Customer Care to manage end-to-end order processing, support operations, and master data governance within SAP and CRM environments.

You will supervise a multi-channel support team, track service SLAs, and collaborate with Supply Chain, Sales, and 3PL partners to optimize performance and CSAT. Minimum 3–4 years in a supervisory role is required.