Head of Customer Service Center & Process Excellence, SEA

Alfa Laval Mid Europe GmbH; Shah Alam; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading global engineering company located in Shah Alam is seeking a Head of Customer Service Center & Process Excellence. This role involves overseeing customer service operations and leading teams to ensure operational excellence and customer satisfaction. Candidates should have significant leadership experience in customer service and a strong background in process improvement methodologies. This position offers a challenging and impactful work environment.

Qualifications

• 10-15 years of regional customer service experience, including 5+ years in leadership.
• Experience managing teams in a multinational environment.
• Proven process improvement skills (Lean, Six Sigma preferred).

Responsibilities

• Oversee customer service operations and process excellence initiatives.
• Develop annual action plan aligned with sales strategy.
• Ensure performance aligns with company goals and expectations.

Skills

Leadership

Customer Service

Process Improvement

Stakeholder Management

Analytical Skills

Education

Bachelor’s degree in Business or Operations

Job description

Head of Customer Service Center & Process Excellence, SEA

Apply locations: Shah Alam, Singapore | Time type: Full time | Posted on: Posted Today | Job requisition id: JR0039215

Every day, we get opportunities to make a positive impact – on our colleagues, partners, customers, and society. Together, we’re pioneering solutions of the future and unlocking the full potential of resources. We challenge conventional thinking to develop world-leading technologies that inspire progress in energy, food, water, and shipping.

Our 140-year-old start-up culture and rapid growth are driven by an innovative, open spirit that also fosters personal development. As we shape a more resourceful, less wasteful world, we build our careers too.

Who You Are

You are a self-motivated team player with the ability to network easily in an international, cross-cultural environment. You align with Alfa Laval's drivers: Action, Interaction, and Satisfaction. You are solution-oriented, prioritize effectively, and focus on continuous improvement. You communicate clearly and build trust without prestige.

If this describes you, this position might be just what you're looking for!

About The Job

We seek an experienced leader to oversee customer service operations and process excellence initiatives across Southeast Asia. The role involves delivering exceptional customer experiences, optimizing service processes, and leading regional teams to achieve operational excellence and customer satisfaction.

Job Description

Strategic & Operational Leadership

• Develop the annual CSC action plan, setting priorities aligned with sales strategy and business targets.
• Lead the Customer Service team, ensuring performance aligns with company goals and plans.
• Coach and develop direct reports to strengthen competencies and ensure succession planning.

Order Management & Execution

• Oversee end-to-end order fulfillment, ensuring accuracy, timeliness, and compliance with customer contracts.
• Monitor backlog and invoicing to ensure timely revenue recognition and customer satisfaction.
• Coordinate logistics with factories to meet delivery terms.

Customer & Stakeholder Collaboration

• Promote a customer-centric mindset and high-quality service delivery.
• Act as the main escalation point for complex issues or key accounts, managing customer claims.
• Coordinate with Sales, Finance, Supply Chain, and other departments for a seamless customer experience.

Finance & Credit Risk Management

• Implement credit control as instructed by Finance.
• Follow up on backlog and resolve credit or payment issues with Finance.

Process Excellence & Continuous Improvement

• Identify and implement process improvements to increase efficiency.
• Drive digital transformation and service innovation collaboratively.
• Apply Lean Six Sigma methodologies for data-driven improvements.

Governance & Compliance

• Ensure compliance with export controls, policies, and regulations.
• Support audits and risk assessments.

What You Know

• Bachelor’s degree in Business, Operations, or related field.
• 10-15 years of regional customer service experience, including 5+ years in leadership managing diverse teams.
• Experience managing teams in a multinational environment is preferred.
• Proven process improvement skills (Lean, Six Sigma preferred).
• Strong leadership, analytical, and stakeholder management skills.

What’s In It For You

We offer a challenging position in an open, friendly environment focused on development and value creation. Your work will significantly impact Alfa Laval’s future.

We value diversity, inclusion, and equity. We use Pymetrics assessments to gain behavioral insights, and applicants will be invited to participate in these assessments.

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About Us

We are committed to making a positive impact daily—on colleagues, partners, customers, and society. We innovate in energy, food, water, and shipping sectors, fostering a resourceful, less wasteful future. Our 140-year-old culture of innovation and growth supports personal and professional development.