Regional Customer Service Supervisor — ANZ & SG

Alcon; Kuala Lumpur; On-site; MYR 368,000 - 490,000; Full time

Job summary

Alcon MX is seeking a seasoned Supervisor of Customer Service to lead operations for ANZ and Singapore markets from Kuala Lumpur. You will oversee order processing, returns, and coordination with sales and supply chain teams to ensure timely, accurate service.

The role requires 5+ years in customer service with supervisory experience, strong knowledge of order-to-cash, SAP or equivalent systems, and proficiency in Excel and reporting tools. English fluency is mandatory.

Qualifications

• 5+ years in Customer Service, Order Management, or related functions.
• Prior supervisory or team leadership experience in a customer service environment.
• Experience with order-to-cash processes and returns management.

Responsibilities

• Lead and supervise customer service operations for ANZ & SG markets to deliver exceptional customer experiences and achieve service levels.
• Oversee order processing, returns management, and coordination with Sales, Supply Chain, Finance, and Logistics.
• Monitor KPIs, respond to inquiries via phone and email, and ensure timely order fulfillment.
• Collaborate with third-party logistics providers and internal teams to resolve issues.
• Drive continuous improvement initiatives and deliver operational reports to management.

Skills

Customer service leadership

Stakeholder management

Process improvement

Analytical thinking

Education

Bachelor's Degree in Business Administration / related field

Tools

SAP ERP

Microsoft Excel

PowerPoint

CRM platforms

Job description

Alcon MX is seeking a seasoned Supervisor of Customer Service to lead operations for ANZ and Singapore markets from Kuala Lumpur. You will oversee order processing, returns, and coordination with sales and supply chain teams to ensure timely, accurate service.

The role requires 5+ years in customer service with supervisory experience, strong knowledge of order-to-cash, SAP or equivalent systems, and proficiency in Excel and reporting tools. English fluency is mandatory.