Team leader - Customer Service & Customer Care (Cleaning system / SAP software)

Talent Trader Group Pte Ltd; Shah Alam; On-site; MYR 60,000 - 80,000; Full time

Job summary

Talent Trader Group Pte Ltd in Shah Alam, Malaysia, seeks a Team Leader for Customer Service & Customer Care to manage end-to-end order processing, support operations, and master data governance within SAP and CRM environments.

You will supervise a multi-channel support team, track service SLAs, and collaborate with Supply Chain, Sales, and 3PL partners to optimize performance and CSAT. Minimum 3–4 years in a supervisory role is required.

Qualifications

• Diploma or Bachelor's degree in Business Administration, Supply Chain, Logistics, Operations, or a related field.
• Minimum 3 to 4 years of experience in order management, customer service, or sales operations, including 2 to 3 years in a supervisory or team lead capacity.
• Proven background supporting B2B or B2C operations within industrial, FMCG, retail, or e-commerce sectors.

Responsibilities

• Oversee daily team operations and coaching, ensure staff training on product updates and system SOPs.
• Monitor KPIs against service SLAs such as response times and order accuracy.
• Oversee end-to-end order processing in SAP with pricing, delivery notes and shipping docs.
• Coordinate with 3PL partners to resolve delivery issues and stock availability.
• Supervise omnichannel customer support across phone, email, chat and portals for orders, quotes, complaints, and credit notes.
• Partner with internal departments to resolve escalations and improve customer experience.
• Govern Customer Master Data and CRM documentation; develop dashboards showing CSAT, claim rates, and utilization.

Skills

Team leadership

Customer service excellence

Analytical thinking

Communication skills

Education

Diploma/Bachelor in Business Administration or related

Supply Chain/ Logistics/ Operations background

Tools

SAP

CRM systems

Job description

Team leader - Customer Service & Customer Care (Cleaning system / SAP software)

The Customer Service & Customer Care (Team Leader) will oversee end-to-end order processing, customer support operations, and master data management. Serving as the central escalation point for customer-centric assistance before, during, and after sales activities, this role is responsible for driving client satisfaction across B2B and B2C channels.

Working closely with Supply Chain Management, Sales, and 3PL logistics partners, you will manage team workflows, monitor service SLAs (CSAT, response times, order accuracy), supervise SAP order execution, maintain CRM database integrity, and deliver operational performance analytics to drive continuous process improvements.

Job Description:

Team Leadership & Operations Management

• Workflow & Capability: Manage daily team operations, channel resource allocation, regular 1-on-1 coaching, and staff training on product updates and system SOPs.
• Performance Tracking: Monitor team KPIs against established service SLAs, including response times, claim resolutions, and communication quality standards.

Order Fulfillment & 3PL Logistics Coordination

• Order Processing: Oversee end-to-end order processing in SAP, verifying compliance with approved pricing structures, delivery notes, and shipping documentation.
• Logistics Escalations: Act as the primary liaison with 3PL warehouse partners to resolve delivery exceptions, stock availability issues, returns, and shipping rejections.

Customer Care & Issue Resolution

• Omnichannel Support: Supervise customer support delivery across phone, email, chat, and digital portals for orders, quotations, complaints, and credit notes.
• Cross-Functional Alignment: Partner with internal departments to resolve complex escalations, audit communication standards, and optimize the customer experience.

CRM Systems, Master Data & Analytics

• Data Governance: Oversee the creation, maintenance, and compliance of Customer Master Data and CRM system manuals.
• Reporting & Dashboards: Analyze sales and operational data to build performance dashboards covering CSAT, claim rates, order accuracy, and team utilization.

Requirements:

• Academic Background: Diploma or Bachelor’s degree in Business Administration, Supply Chain, Logistics, Operations, or a related field.
• Professional Tenure: Minimum 3 to 4 years of experience in order management, customer service, or sales operations, including at least 2 to 3 years in a supervisory or team lead capacity.
• Industry Context: Proven background supporting B2B or B2C operations within industrial, FMCG, retail, or e-commerce sectors.

• ERP & CRM Systems: Strong hands-on experience using SAP (order processing, billing, inventory, reporting) and CRM database tools.