IFS CS Manager Malaysia and Singapore

Sealed Air; Seberang Perai; On-site; MYR 120,000 - 180,000; Full time

Job summary

Sealed Air is seeking a Customer Service Manager to lead a team of CS Partners across Malaysia and Singapore, based in the Prai office. You will ensure smooth daily operations, escalate issues, and coordinate with internal stakeholders to deliver outstanding customer experiences.

The role requires a Diploma/Degree in a related field, 7–8 years of experience in customer service/marketing/sales/administration, and Mandarin proficiency for client communication. Relocation is not indicated.

Qualifications

• Diploma/Degree in related field is required.
• Min. 7-8 years of experience in customer service/marketing/sales/administration.
• Mandarin language proficiency is required due to communication with Mandarin-speaking clients.

Responsibilities

• Act as the first escalation point for CS Partners and provide guidance.
• Manage and coach CS Partners to ensure smooth daily operations.
• Ensure orders are processed accurately and timely; respond to queries.
• Plan and prioritize workload; manage leaves and sick days.
• Build and maintain customer relationships through proactive communication.
• Update master data (part numbers, pricing, validity) as needed.
• Coordinate with suppliers and internal teams on artwork and changes.
• Ensure documentation is accurate and accessible.
• Guide team to align with goals and processes; provide training.
• Identify improvements in processes and communication with customers and other departments.
• Handle complex situations using established precedents.

Skills

Leadership

Customer service

Order management

Communication

Process improvement

Education

Diploma/Degree in related field

Job description

Sealed Air designs and delivers packaging solutions that protect essential goods transported worldwide, preserve food, enable e-commerce and digital connectivity, and help create a global supply chain that is touchless, safer, less wasteful, and more resilient. We strive to foster a caring, high-performance growth culture that will deliver consistent, sustainable profitable growth and accelerate our performance – a culture where accountability is clear and aligned, and where we reward business outcomes and impact. That culture guides everything we do, including how we partner with our customers and suppliers, how we attract and retain top talent, and how we create and deliver value to our stakeholders. In 2025, Sealed Air generated $5.4 billion in sales and has approximately 16,100 employees who serve customers in 119 countries/territories. To learn more, visit www.sealedair.com .

Role Purpose

Sealed Air is looking for a Customer Service Manager! As a CS Manager within the Integrated Fabricated Solutions (IFS) Division, you will lead and coach a team of Customer Service Partners to deliver outstanding customer experiences, ensure smooth daily Customer Service operations and partner with the internal stakeholders and external customers across Malaysia and Singapore.

Location: The role will be based in Fagerdala Prai office.

What You'll Do

• Be the first point of escalation when the CS Partner is unsure in a situation - provide advice and guidance on how to approach and address issues.
• Work autonomously within established procedures and practices and is capable to suggest improvements and implement where is considered an expert in the order management process and support to other CS Partners.
• Ensures that orders are processed accurately and efficiently, and any queries are dealt within timely manner.
• Plan and priotize work to meet commitments. Manage and redistribute the workload of the team on a day to day basis as required to ensure all work is completed on time, taking into account annual leaves or unplanned sick leave.
• Building and maintaining customer relationships through proactive customer communication related to order management eg. product availability, order status and delivery tracking. Coordinate with vendor's production line to ensure production plan completion.
• Communicate with customers and manage internal accounts on a daily basis, dealing with enquiries and queries in a helpful, proactive and responsive manner.
• To update and maintain the Master Data maintenance process i.e. new part number creation, price maintenance, i.e pricing validity, and follow up with customer.
• Coordinate with supplier for sample request and coordinate internally with design team if there are any changes on artwork/drawing
• Ensure all documentation and records are accurate, easy to access and correct.
• Actively guide team member to improve the understanding of common goals, procedures and processes.
• To provide training to the team by ensuring departmental objectives are achieved.
• Work with the team to make recommendations and implement improvements to both our existing processes and for communication with customers and other department.
• Manages complex situations and sometimes contradictory information, to effectively solve problems by using existing precedents or procedures.

Person Profile We're Looking For

• At least a Diploma/Degree in related field,
• Min. 7-8 years of working experience in customer service/marketing/sales/administration activities.
• Mandarin language proficiency is required due to communication with Mandarin-speaking clients.

Relocation:No

Sealed Air is committed to attracting, selecting, and developing talent that reflects the diversity of the communities and customers we serve. We take pride in our selection process to identify, infuse, and grow talent to align with our culture, values, and norms. Sealed Air prioritizes talent development, fostering a culture of continuous growth and career progression. The company is committed to providing equal employment opportunities to all applicants for employment and to all employees, without regard to race, color, religion, gender identity or expression, national origin, age, protected disability, veteran status, or any other protected status in accordance with applicable federal, state and local laws.

It is our responsibility to leverage what we have to affect positive and meaningful change for our communities and planet using Sealed Air’s global resources and expertise.

Corporate sustainability -it’s about improving the lives of people around the world by addressing pressing needs in the communities where we and our customers operate.

Customer Success -meeting our customers' needs. At Sealed Air it’s more than a goal, it’s an integral part of our business practices, our innovative solutions, and our values.

Leaving our communities better than we found them through dedication of time, talent and resources.