Order Management Supervisor/ Manager

Adecco Outsourcing Recruitment; Penang; On-site; MYR 120,000 - 180,000; Full time

Job summary

Adecco Outsourcing Recruitment is seeking a senior leader who will drive service excellence and efficient order fulfilment. You will lead a cross-functional team, coach staff, and coordinate with Sales, Planning, Manufacturing, Logistics, Quality and Finance to resolve issues and ensure timely delivery.

The role requires a strong people leader with 7+ years in customer operations and order management, preferably in semiconductor or electronics manufacturing. Based in Bayan Lepas, Penang.

Qualifications

• Bachelor’s degree in Business Administration, Supply Chain, Management or equivalent.
• Minimum 7 years of experience in a leadership role managing and developing a team.
• Experience preferred in semiconductor, EMS, electronics manufacturing, or related industries.

Responsibilities

• Lead and manage a team of Customer Service professionals to ensure excellent service delivery and customer satisfaction targets.
• Provide coaching and performance support to team members to enhance capability.
• Oversee daily customer service operations including order processing, fulfilment, delivery commitments and customer requests.
• Manage end-to-end order management: order entry, tracking, shipment coordination, backlog management, and escalation handling.
• Collaborate with Sales, Planning, Manufacturing, Logistics, Quality and Finance to resolve issues and ensure smooth order fulfilment.
• Partner with regional sales teams and customers to address enquiries, expedite requests, and delivery concerns.
• Monitor forecasts, demand changes and supply commitments to support timely delivery.
• Drive continuous improvement initiatives to enhance processes and customer experience.
• Handle customer escalations by identifying root causes and implementing corrective actions.
• Coordinate with internal teams on returns, quality concerns, credit issues and shipment-related matters.
• Ensure compliance with procedures and customer requirements; support system/process improvement projects.

Skills

People leadership

Team management

Customer operations

Order management

Cross-functional collaboration

Forecasting

Problem solving

Communication

Education

Bachelor’s Degree in Business Administration, Supply Chain, Management

Tools

Oracle

SAP

Job description

The successful candidate will be responsible for driving service excellence, ensuring smooth order fulfilment processes, managing customer requirements, and collaborating closely with cross-functional teams to deliver timely solutions.

This role requires a strong people leader with proven experience in team management, customer operations, and order management. Candidates with exposure to semiconductor, EMS, electronics manufacturing, or related industries will be highly advantageous.

Job Responsibilities

Lead and manage a team of Customer Service professionals to ensure excellent service delivery, operational efficiency, and achievement of customer satisfaction targets.

Provide coaching, guidance, and performance support to team members to enhance capability and foster a high-performing team culture.

Oversee daily customer service operations including order processing, order fulfilment, delivery commitments, and customer request management.

Manage the end-to-end order management process, including order entry, order tracking, shipment coordination, backlog management, and customer escalation handling.

Work closely with Sales, Planning, Manufacturing, Logistics, Quality, and Finance teams to resolve customer issues and ensure smooth order fulfilment.

Partner with regional sales teams and customers to address enquiries, expedite requests, delivery concerns, and operational challenges.

Monitor customer forecasts, demand changes, and supply commitments to support effective planning and timely delivery.

Drive continuous improvement initiatives to enhance processes, increase efficiency, and improve overall customer experience.

Handle customer escalations professionally by identifying root causes and implementing effective corrective actions.

Coordinate with internal teams on return management, quality concerns, credit issues, and shipment-related matters.

Ensure compliance with company procedures, customer requirements, and operational standards.

Support system/process improvement projects related to customer service and order management activities.

Requirements

Bachelor’s Degree in Business Administration, Supply Chain, Management, or equivalent qualification.

Minimum 7 years of experience in a leadership role with proven experience managing and developing a team, preferably within a semiconductor, EMS, electronics manufacturing, or related industry.

Candidates with experience from semiconductor, EMS, electronics manufacturing, or related industries are highly preferred.

Strong background in order fulfilment, customer order management, forecasting, backlog management, and delivery coordination.

Experienced in managing customer escalations and working with cross-functional teams to drive solutions.

Strong people management skills with the ability to coach, motivate, and develop team members.

Excellent communication and interpersonal skills with the ability to engage effectively with customers and internal stakeholders.

Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced manufacturing environment.

Strong analytical and problem-solving skills with a continuous improvement mindset.

Proficient in Microsoft Office applications, especially Excel.

Experience with ERP systems such as Oracle, SAP, or similar platforms will be an added advantage.

Experience supporting multinational customers and regional operations is preferred.

Must be able to be based in Bayan Lepas, Penang.