SEA Customer Service Manager

PPG; Petaling Jaya; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading company in the manufacturing sector seeks a Customer Service Representative focused on supply chain operations across the SEA region. The role involves ensuring customer satisfaction through effective order management and continuous service improvement. Ideal candidates should hold a Bachelor's degree and possess extensive experience in customer service within a regional framework.

Qualifications

• 8-10 years experience in a CSR or supply chain related role.
• Experience in a regional or multi-country environment preferred.
• Fluency in English, knowledge of Chinese is an advantage.

Responsibilities

• Be the central contact point for SEA customers for order processing.
• Monitor and manage customer orders using ERP systems.
• Support regional OTIF performance monitoring and reporting.

Skills

Communication

Stakeholder Management

Problem Solving

Education

Bachelor’s degree in Business, Logistics, Supply Chain

Tools

SAP

Oracle

Job description

You will deliver high-quality customer service across the SEA region by being the primary liaison between regional customers, sales teams, and the supply chain function. You will ensure customer satisfaction through order processing, proactive issue resolution, and continuous improvement in service delivery across borders. You will report directly to Director Supply Chain.

Key Responsibilities

• Be the central point of contact for key customers across SEA markets (e.g., Malaysia, Vietnam, Thailand, Indonesia, Singapore, Philippines).

• Monitor CSR to process and manage customer orders and promptly using Oracle or SAP systems.

• Monitor CSR to meet customer requirements by routine order cycle management and supply chain activities.

• Monitor CSR to manage order tracking, delivery follow-up, and respond promptly to customer inquiries and complaints.

• Support regional OTIF (On-Time-In-Full) performance monitoring and reporting.

• Collaborate with the commercial team to understand customer requirements and adapt service support accordingly.

• Escalate critical issues or recurring service failures and participate in root cause investigations.

• Evaluate CSR performance; improve poor performers and recognize good performers to enhance capability.

• Maintain up-to-date documentation and SOPs for cross-border customer service operations.

• Coordinate with department heads to ensure KPIs are met.

• Provide support for region-wide projects and continuous improvement plans (e.g., digital tools, automation, process harmonization).

Qualifications

• Bachelor’s degree in Business, Logistics, Supply Chain, or related field.

• 8-10 Yrs CSR or planning related experience related with MFG / Industrial / Trading, preferably in a regional or multi-country environment.

• Experience working with ERP systems (SAP preferred).

• Excellent written and spoken communication skills in English; knowledge of Chinese is an advantage.

• Strong interpersonal skills and ability to manage stakeholders across different functions and geographies.

PPG pay ranges and benefits can vary by location which allows us to compensate employees competitively in different geographic markets. PPG considers several factors in making compensation decisions including, but not limited to, skill sets, experience and training, qualifications and education, licensure and certifications, and other organizational needs. Other incentives may apply.

Our employee benefits programs are designed to support the health and well-being of our employees. Any insurance coverages and benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents.

About us:

Here at PPG we make it happen, and we seek candidates of the highest integrity and professionalism who share our values, with the commitment and drive to strive today to do better than yesterday – everyday.

PPG: WE PROTECT AND BEAUTIFY THE WORLD
Through leadership in innovation, sustainability and color, PPG helps customers in industrial, transportation, consumer products, and construction markets and aftermarkets to enhance more surfaces in more ways than does any other company.. To learn more, visit www.ppg.com and follow @ PPG on Twitter.

The PPG Way
Every single day at PPG:
We partner with customers to create mutual value.
We are “One PPG” to the world.
We trust our people every day, in every way.
We make it happen.
We run it like we own it.
We do better today than yesterday – everyday.

PPG provides equal opportunity to all candidates and employees. We offer an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, color, creed, religion, national origin, age, disability status, marital status, sexual orientation, gender identity or expression. If you need assistance to complete your application due to a disability, please email [e-mail].

PPG values your feedback on our recruiting process. We encourage you to visit Glassdoor.com and provide feedback on the process, so that we can do better today than yesterday.
Benefits will be discussed with you by your recruiter during the hiring process.