Order Fulfillment & Customer Experience Lead

Heineken

Selangor

On-site

MYR 90,000 - 140,000

Full time

8 days ago

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Job summary

Heineken Malaysia is hiring an Assistant Customer Service Manager – Order Processing to lead the Customer Service team, ensuring seamless order management and excellent customer experience. You will collaborate with Commercial, Planning, Warehouse, Logistics, Finance, and Manufacturing to drive operational excellence and timely fulfilment.

You will manage a team’s performance, resolve customer issues, and implement continuous improvements across processes.

Qualifications

Bachelor's degree in a related field.
5–7 years' experience in Customer Service or related functions.
1–3 years of people management experience.
Proven experience in end-to-end order-to-delivery processes and issue resolution.
Experience using ERP systems (SAP preferred) and reporting tools.

Responsibilities

Lead end-to-end order processing cycle with timely, accurate fulfilment.
Coach CS team to meet service standards and KPIs.
Collaborate with Commercial, Planning, Warehouse, Logistics, Finance and Manufacturing teams.
Resolve escalations and drive service recovery.
Monitor performance and implement continuous improvement initiatives.
Drive process standardisation and automation across CS operations.
Develop dashboards and insights to support business decisions and governance.
Ensure compliance with SLAs and internal controls.