Head of Customer Service

Private Advertiser; Shah Alam; On-site; MYR 250,000 - 300,000; Full time

Job summary

A leading company in Shah Alam is seeking an experienced Head of Customer Service to lead and manage customer service and order-to-delivery operations. The role includes overseeing daily customer interactions, ensuring order accuracy, and collaborating with internal teams. Candidates should have at least 5 years of experience in customer service, with proficiency in SAP and strong leadership skills. This position involves managing a team in a fast-paced environment and requires effective communication in English and Bahasa Malaysia.

Qualifications

• Minimum 5 years experience in customer service or order processing.
• At least 2 years in a supervisory or team-lead role.
• Strong understanding of order-to-delivery workflow.

Responsibilities

• Lead the CS team in daily customer interactions.
• Oversee order processing through SAP.
• Coordinate with sales on order accuracy.

Skills

Leadership

Order management

SAP proficiency

Problem-solving

Communication

Education

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

Tools

SAP

Warehouse Management Systems (WMS)

Job description

We are seeking an experienced and solutions-driven Head of Customer Service to lead our customer service and order-to-delivery operations. The role oversees end-to-end order management, customer communication, and coordination with internal teams to ensure smooth and accurate processing from customer order up to final delivery.

Job & Responsibilities

Customer Service & Order Management

• Lead the CS team in handling daily customer interactions, inquiries, and escalations.
• Oversee order processing through SAP and the Warehouse Management System (WMS).
• Ensure timely and accurate entry of customer orders into SAP.
• Manage the generation of Pick Lists, Delivery Orders (DO), Invoices, and Credit Notes (CN) via SAP & WMS system.
• Monitor backorders, urgent orders, delivery changes, and follow‑up actions.

Documentation & Delivery Coordination

• Ensure all order‑related documents (Pick Lists, DOs, CNs, PODs) are accurate and properly managed.
• Ensure the CS team maintains proper softcopy and hardcopy filing of all customer‑related documents.

Cross‑Functional Coordination

• Coordinate with Sales on order accuracy, price discrepancies, special instructions, and urgent customer requests.
• Collaborate with Warehouse & Logistics on stock issues & delivery timing.
• Review customer complaints, delivery disputes, pricing errors, and credit note requests to ensure compliance with internal approval processes.
• Communicate clearly with internal departments to ensure smooth order flow from entry to delivery.
• Train, guide, and supervise CS team members on SAP & WMS workflows and service standards.
• Monitor accuracy, turnaround time, and adherence to SOPs.

Job Requirements

• Diploma or Degree in Business Administration, Supply Chain, Customer Service, or related fields.
• Minimum 5 years experience in customer service or order processing, with at least 2 years in a supervisory or team‑lead role.
• Strong understanding of order‑to‑delivery workflow, including order entry, document flow, and coordination with Warehouse and Logistics.
• Hands‑on experience with SAP or any ERP system; exposure to Warehouse Management Systems (WMS) is an added advantage.
• Willing to work on rotational shifts and able to adapt to shift‑based schedules when required.
• Strong accuracy and attention to detail, especially when handling order entry, documents, and customer instructions.
• Able to manage turnaround time, prioritise urgent orders, and support fast‑paced operational needs.
• Good communication skills in English and Bahasa Malaysia, with confidence in handling customer issues and internal coordination.
• Process‑driven, organised, and able to enforce SOPs and workflow discipline.
• Comfortable working in an environment involving both system‑generated and manual documents.

Your application will include the following questions

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• Which of the following languages are you fluent in?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a customer services manager?
• How much notice are you required to give your current employer?