Senior Customer Service & Order Management Lead

MKS Instruments, Inc.; Batu Kawan; On-site; MYR 60,000 - 90,000; Full time

Job summary

MKS Instruments, Inc. in Batu Kawan, Penang, Malaysia, is seeking a Senior Customer Service Supervisor to lead the CS team and ensure accurate and timely order management.

You will oversee day-to-day operations, including order processing, delivery coordination, customer inquiries, issue resolution, and cross-functional communication with Sales, Planning, Supply Chain, Logistics and Finance. You will drive KPI improvements, coach team members, and ensure adherence to SOPs and regulatory

Qualifications

• Bachelor’s Degree in Business Administration, Supply Chain, Logistics, Management or a related discipline.
• Approximately 5+ years of experience in Customer Service, Customer Operations, Order Management or a related function, preferably within an MNC or manufacturing environment.
• Prior experience leading, supervising or mentoring a Customer Service or Order Management team is strongly preferred.
• Strong understanding of order-to-delivery processes and customer service operations within a manufacturing environment.
• Experience working with ERP systems; SAP SD or similar order management systems would be highly advantageous.

Responsibilities

• Supervising and supporting the daily activities of the Customer Service team, ensuring customer orders, inquiries and requests are handled accurately and within agreed timelines.
• Overseeing the end-to-end order management process, including sales order processing, pricing maintenance, customer returns, billing, delivery documentation, credit/debit memos and other customer-related transactions.
• Monitoring customer orders and deliveries, proactively identifying potential delays or issues and coordinating with relevant stakeholders to determine appropriate solutions.
• Acting as an escalation point for complex customer inquiries, complaints and order-related issues, ensuring timely resolution and effective communication with customers.
• Working closely with Sales, Planning, Supply Chain, Logistics, Finance, Manufacturing and other functions to support customer requirements and business priorities.
• Monitoring team and functional KPIs and driving actions to improve service levels, order accuracy, response times and overall customer experience.
• Providing coaching, guidance and ongoing support to Customer Service team members to strengthen capabilities and ensure consistent execution of processes.
• Ensuring adherence to established standard operating procedures, internal controls, customer requirements and applicable trade or regulatory requirements.
• Identifying opportunities to streamline customer service and order management processes and supporting continuous improvement initiatives.
• Maintaining effective communication and collaboration with regional and global Customer Service teams and sharing relevant best practices.
• Supporting reporting, data analysis and management reviews relating to customer service performance, open orders, deliveries and other operational metrics.
• Promoting a customer-focused culture and ensuring professional, responsive and consistent communication with customers and internal stakeholders.

Skills

Customer service

Order management

ERP systems

SAP SD

Logistics knowledge

Stakeholder management

English communication

Education

Bachelor’s Degree in Business Administration

Tools

SAP SD

Microsoft Excel

Job description

MKS Instruments, Inc. in Batu Kawan, Penang, Malaysia, is seeking a Senior Customer Service Supervisor to lead the CS team and ensure accurate and timely order management.

You will oversee day-to-day operations, including order processing, delivery coordination, customer inquiries, issue resolution, and cross-functional communication with Sales, Planning, Supply Chain, Logistics and Finance. You will drive KPI improvements, coach team members, and ensure adherence to SOPs and regulatory