Regional Customer Service Manager (APAC) - SAP

Michael Page International (Malaysia) Sdn Bhd; Selangor; Hybrid; MYR 180,000 - 240,000; Full time

Benefits offered by this job

Hybrid working arrangements

Job summary

Michael Page International (Malaysia) Sdn Bhd is seeking a Regional Customer Service Manager (APAC) to lead the customer service function across the APAC region within a global shared services environment. You will partner with Sales, Supply Chain, Logistics and Operations to deliver a seamless customer experience and drive Order-to-Cash performance.

The role requires strong SAP knowledge, proven people leadership, and a track record of process improvement across multi-country operations in

Qualifications

• Bachelor's Degree or equivalent experience.
• Minimum 7-10 years in Customer Service/Operations in a multinational environment; shared services/GBS exposure is a plus.
• Proven people management experience leading customer service teams.
• Experience supporting regional APAC operations and SAP/ERP environments.

Responsibilities

• Lead regional customer service across APAC and manage Team Leaders and staff.
• Monitor KPI, SLA governance and performance reviews.
• Oversee order management to ensure timely processing.
• Collaborate with Sales, Supply Chain, Logistics, and Operations for a seamless CX.
• Serve as escalation point for complex issues and ensure prompt resolution.
• Drive process improvements to boost efficiency and service levels.
• Utilize SAP and reporting to support decision-making.

Skills

SAP

People management

Cross-functional collaboration

KPI tracking

ERP systems

Process improvement

Team leadership

Education

Bachelor's Degree or equivalent

Tools

SAP

Job description

Regional Customer Service Manager (APAC) - SAP

Lead customer service operations across the APAC region, driving service excellence, customer satisfaction, and Order-to-Cash performance within a global shared services environment. Partner with cross-functional stakeholders while leading continuous improvement, migration projects, and transformation initiatives to enhance operational effectiveness.

Join a well-established multinational organization and lead regional customer service operations across APAC. This role combines customer experience, operational excellence, SAP-driven processes, and transformation initiatives within a dynamic shared services environment.

Description

• Lead and develop a regional customer service function across APAC, with the opportunity to manage Team Leaders and customer service professionals while driving team performance and service excellence.
• Monitor and improve customer service performance through KPI tracking, service level management, and performance reviews.
• Oversee order management activities to ensure timely and accurate processing of customer requirements.
• Partner closely with Sales, Supply Chain, Logistics, and Operations teams to deliver a seamless customer experience.
• Act as the escalation point for complex customer issues and ensure prompt resolution.
• Identify and implement process improvement initiatives to enhance efficiency, service quality, and customer satisfaction.
• Utilize SAP and operational reporting to support decision-making and performance management.

Profile

A successful candidate should have:

• Bachelor's Degree or equivalent experience.
• Minimum 7-10 years of experience in Customer Service, Customer Operations, Order Management, or related functions within a multinational environment; exposure to shared services or GBS operations is an advantage.
• Proven people management experience leading customer service teams.
• Experience supporting regional or multi-country operations across APAC would be highly advantageous.
• Strong SAP knowledge and experience working within an ERP-driven environment.
• Demonstrated ability to drive process improvements and enhance service performance.
• Experience managing Team Leaders or Supervisors is a strong advantage.
• Exposure to transformation, migration, or service transition projects would be beneficial.

Job Offer

• Opportunity to lead regional customer service operations across APAC.
• Management responsibility for Team Leaders and a sizeable customer service team.
• Exposure to regional stakeholders and cross-functional collaboration.
• Involvement in process improvement and operational excellence initiatives.
• Hybrid working arrangements