Senior Manager, Customer Service APAC Distribution

Ams Osram; Bayan Lepas; On-site; MYR 120,000 - 150,000; Full time

Job summary

A leading technology company based in Bayan Lepas, Malaysia is seeking a dynamic APAC Customer Service Manager. This role involves managing and coaching the customer service team, translating global strategies for regional adaptation, and leading transformation initiatives within the distributor network. The ideal candidate will have proven experience in customer service management and project management, and strong leadership capabilities. Fluency in English is essential, with additional Asian languages as a plus.

Qualifications

• Proven experience in international Customer Service Management, Supply Chain Management, or related fields.
• Strong track record in project management and change management.

Responsibilities

• Manage and coach the APAC CS team.
• Translate global initiatives and help the team adapt to challenges.
• Initiate projects for service quality and efficiency improvements.

Skills

Customer Service Management

Project Management

Change Management

Stakeholder Collaboration

Problem-solving

Education

Higher education degree BA or similar

Tools

SAP

Salesforce

Job description

Central Functions support the board as well as the business in achieving its strategic objectives. These are, for example, Information Technology, Human Resources, Logistics, Compliance, Finance and many more.

Responsibilities

• Team Leadership & Development: Manage and coach the APAC CS team.
• Change Management: translating global initiatives and strategy into the region and help the team adopt to new challenges.
• Project Management: transformation initiatives within the distributor network, including the adoption of new standards and digital solutions.
• Process Optimization: Initiate and execute projects aimed at improving service quality, efficiency, and customer satisfaction.
• Stakeholder Collaboration: Work closely with internal teams, their senior management levels and external partners to ensure seamless communication and flawless execution of our demand fulfillment.
• Proactive escalation handling: Support your team to professionally handle customer escalation and allocation scenarios.

Qualifications

• Proven experience in international Customer Service Management, Supply Chain Management, or similar like Demand Management ideally in an semiconductor or automotive environment.
• Track record in project management and implementing change management.
• ERP (SAP), CRM (salesforce), and EDI experience expected.
• Excellent leadership skills with the ability to motivate and expand teams.
• Exceptional communication and problem-solving abilities.
• Higher education degree BA or similar.
• Fluent in English; additional Asian languages are a plus.