Head of Operations (Customer Service & Supply Chain Management)

Arçelik Hitachi Home Appliances; Bandar Baru Bangi; On-site; MYR 250,000 - 300,000; Full time

Job summary

A multinational home appliances manufacturer seeks a Head of Customer Service & Supply Chain Management in Bandar Baru Bangi, Malaysia. This role involves leading service excellence and managing supply chain operations to ensure efficient order fulfillment and high customer satisfaction. Ideal candidates will have 5+ years of experience in related fields and hold a Bachelor's degree in a relevant discipline. Proficiency in SAP HANA and MS Excel is required, alongside strong communication skills and analytical abilities.

Qualifications

• 5+ years’ experience in Consumer Electronics, Home Appliances, or Technology products.
• Hands-on exposure to service centers, call centers, and field service.
• Strong understanding of import processes and logistics.

Responsibilities

• Lead end-to-end service operations across various service channels.
• Oversee supply chain operations including demand planning and inventory management.
• Ensure compliance with company policies and safety standards.

Skills

Customer experience excellence

Analytical skills

Strong communication skills

Inventory management

Education

Bachelor’s Degree in Supply Chain, Engineering, or Business

Tools

SAP HANA

MS Excel

Job description

Arcelik A.S. and Hitachi Global Life Solutions, Inc to manufacture, sell and provide after-sales services of Hitachi branded home appliances including refrigerators, washing machines, vacuum cleaners globally (outside of the Japanese market). Arcelik (a multinational household appliances manufacturer that employs over 50,000 people worldwide and operates in 57 countries, and 45 production facilities with 22 brands such as Beko and Grundig) acquired 60% ownership in the new company while Hitachi Global Life Solutions, Inc., continues as a 40% shareholder of the company.

We are looking for a passionate lead to join Arcelik Hitachi Home Appliances Malaysia Sdn. Bhd. The Head of Customer Service & Supply Chain Management is responsible for leading customer service excellence while overseeing end-to-end supply chain operations to ensure efficient order fulfillment, optimal inventory management, and high customer satisfaction.

Key Responsibilities

Service & Customer Care

• Lead and manage end-to-end service operations across call centers, service centers, field service, and dealers.
• Ensure timely, high-quality repair, maintenance, installation, and after-sales services.
• Develop and enforce service policies, SOPs, and operational standards.
• Handle escalated technical issues and customer complaints promptly and professionally.
• Drive customer experience excellence and monitor KPIs such as CSAT/NPS, first-time fix rate, turnaround time, and repeat repair rate.
• Manage and optimize the service network, including authorized service centers, technicians, and vendor partners.
• Lead, mentor, and develop the customer care and service operations team, fostering a customer-focused culture.
• Ensure compliance with company policies, safety standards, product warranties, and regulatory requirements.

Supply Chain Management

• Oversee end-to-end supply chain operations, including demand planning, inventory management, warehousing, and distribution.
• Ensure accurate forecasting and alignment with sales and business plans.
• Manage inventory levels to prevent stockouts and reduce excess or obsolete stock.
• Analyze sales forecasts, market trends, and historical data to prepare accurate demand plans.
• Work closely with sales, marketing, and operations to align supply plans with promotional activities and new product launches.
• Coordinate effectively with suppliers, manufacturers, logistics partners, and warehouses.
• Ensure on-time delivery and optimize cost-efficiency across logistics and distribution.
• Monitor and report on supply chain KPIs, including inventory turnover, fill rate, and lead time.
• Identify and mitigate supply chain risks to maintain uninterrupted operations.
• Drive process improvements to enhance efficiency, reduce costs, and increase customer satisfaction.

Key Requirements

• Bachelor’s Degree in Supply Chain, Electrical/ Electronic Engineering, Business Administration, or related field.
• Minimum 5 years’ experience in Consumer Electronics, Home Appliances, or Technology products is highly preferred.
• Hands‑on exposure to service centers, call centers, field service teams, or dealer networks.
• Strong understanding of import processes, logistics operations, and warehouse management.
• Proficient in ERP systems (SAP HANA preferred) and MS Excel.
• Good analytical skills, problem‑solving abilities, and attention to detail.
• Strong communication and negotiation skills with proven supplier management experience.
• Knowledge of spare parts management, service logistics, and inventory control.
• Ability to work in a fast‑paced environment and manage multiple priorities.

Added Advantage

• Knowledge of demand forecasting and supply chain coordination.
• Experience in compliance audits, quality improvement, or risk management.