Senior Order Management & Customer Service Lead

Adecco Outsourcing Recruitment; Penang; On-site; MYR 120,000 - 180,000; Full time

Job summary

Adecco Outsourcing Recruitment is seeking a senior leader who will drive service excellence and efficient order fulfilment. You will lead a cross-functional team, coach staff, and coordinate with Sales, Planning, Manufacturing, Logistics, Quality and Finance to resolve issues and ensure timely delivery.

The role requires a strong people leader with 7+ years in customer operations and order management, preferably in semiconductor or electronics manufacturing. Based in Bayan Lepas, Penang.

Qualifications

• Bachelor’s degree in Business Administration, Supply Chain, Management or equivalent.
• Minimum 7 years of experience in a leadership role managing and developing a team.
• Experience preferred in semiconductor, EMS, electronics manufacturing, or related industries.

Responsibilities

• Lead and manage a team of Customer Service professionals to ensure excellent service delivery and customer satisfaction targets.
• Provide coaching and performance support to team members to enhance capability.
• Oversee daily customer service operations including order processing, fulfilment, delivery commitments and customer requests.
• Manage end-to-end order management: order entry, tracking, shipment coordination, backlog management, and escalation handling.
• Collaborate with Sales, Planning, Manufacturing, Logistics, Quality and Finance to resolve issues and ensure smooth order fulfilment.
• Partner with regional sales teams and customers to address enquiries, expedite requests, and delivery concerns.
• Monitor forecasts, demand changes and supply commitments to support timely delivery.
• Drive continuous improvement initiatives to enhance processes and customer experience.
• Handle customer escalations by identifying root causes and implementing corrective actions.
• Coordinate with internal teams on returns, quality concerns, credit issues and shipment-related matters.
• Ensure compliance with procedures and customer requirements; support system/process improvement projects.

Skills

People leadership

Team management

Customer operations

Order management

Cross-functional collaboration

Forecasting

Problem solving

Communication

Education

Bachelor’s Degree in Business Administration, Supply Chain, Management

Tools

Oracle

SAP

Job description

Adecco Outsourcing Recruitment is seeking a senior leader who will drive service excellence and efficient order fulfilment. You will lead a cross-functional team, coach staff, and coordinate with Sales, Planning, Manufacturing, Logistics, Quality and Finance to resolve issues and ensure timely delivery.

The role requires a strong people leader with 7+ years in customer operations and order management, preferably in semiconductor or electronics manufacturing. Based in Bayan Lepas, Penang.