Senior Customer Care & Order Fulfillment Lead

Zohorecruit; Sitiawan; On-site; MYR 120,000 - 180,000; Full time

Job summary

Zohorecruit in Sitiawan, Malaysia is seeking a senior leader to head the Customer Care team, driving service excellence and customer engagement to support business growth. You will own end-to-end order management, handle inquiries and complaints, and ensure OTIF delivery while developing policies and KPIs aligned with company strategy.

Collaborating with Supply Chain, Production, Logistics and Quality, you will drive continuous improvement, analytics, and ERP initiatives, and present insights in

Qualifications

• 8+ years in Customer Service/Order Management, manufacturing environment preferred.
• 2–3 years in supervisory/managerial role.
• Strong analytical, reporting, and cross-functional stakeholder management skills.
• Proficient in English and Bahasa Malaysia (written and spoken).
• Proactive, accountable, and results-driven, with a strong sense of ownership.

Responsibilities

• Lead the Customer Care team to deliver excellent service and drive customer engagement in support of business growth.
• Own end-to-end order management — orders, enquiries, and complaints — ensuring timely resolution and OTIF (On-Time-In-Full) performance.
• Develop and improve customer service policies, procedures, and departmental KPIs, aligning execution with company strategy.
• Coordinate cross-functionally with Supply Chain, Production, Logistics, and Quality to ensure seamless order fulfilment and resolve disruptions/shipment delays.
• Drive continuous improvement and reporting — analysing performance data, leading digitalisation/ERP initiatives, and presenting insights in management reviews

Skills

Leadership

Customer Service

Order Management

Analytical Skills

Cross-functional

ERP Systems

English

Bahasa Malaysia

Education

Bachelor/Master in Engineering or related

Tools

ERP systems

Job description

Zohorecruit in Sitiawan, Malaysia is seeking a senior leader to head the Customer Care team, driving service excellence and customer engagement to support business growth. You will own end-to-end order management, handle inquiries and complaints, and ensure OTIF delivery while developing policies and KPIs aligned with company strategy.

Collaborating with Supply Chain, Production, Logistics and Quality, you will drive continuous improvement, analytics, and ERP initiatives, and present insights in