lavori da Customer Service in località United States

We are seeking an experienced and solutions-driven Head of Customer Service to lead our customer service and order-to-delivery operations. The role oversees end-to-end order management, customer communication, and coordination with internal teams to ensure smooth and accurate processing from customer order up to final delivery.

• Lead the CS team in handling daily customer interactions, inquiries, and escalations.
• Oversee order processing through SAP and the Warehouse Management System (WMS).
• Ensure timely and accurate entry of customer orders into SAP.
• Manage the generation of Pick Lists, Delivery Orders (DO), Invoices, and Credit Notes (CN) via SAP & WMS system.
• Monitor backorders, urgent orders, delivery changes, and follow‑up actions.

• Ensure all order‑related documents (Pick Lists, DOs, CNs, PODs) are accurate and properly managed.
• Ensure the CS team maintains proper softcopy and hardcopy filing of all customer‑related documents.

• Coordinate with Sales on order accuracy, price discrepancies, special instructions, and urgent customer requests.
• Collaborate with Warehouse & Logistics on stock issues & delivery timing.
• Review customer complaints, delivery disputes, pricing errors, and credit note requests to ensure compliance with internal approval processes.
• Communicate clearly with internal departments to ensure smooth order flow from entry to delivery.
• Train, guide, and supervise CS team members on SAP & WMS workflows and service standards.
• Monitor accuracy, turnaround time, and adherence to SOPs.

• Diploma or Degree in Business Administration, Supply Chain, Customer Service, or related fields.
• Minimum 5 years experience in customer service or order processing, with at least 2 years in a supervisory or team‑lead role.
• Strong understanding of order‑to‑delivery workflow, including order entry, document flow, and coordination with Warehouse and Logistics.
• Hands‑on experience with SAP or any ERP system; exposure to Warehouse Management Systems (WMS) is an added advantage.
• Willing to work on rotational shifts and able to adapt to shift‑based schedules when required.
• Strong accuracy and attention to detail, especially when handling order entry, documents, and customer instructions.
• Able to manage turnaround time, prioritise urgent orders, and support fast‑paced operational needs.
• Good communication skills in English and Bahasa Malaysia, with confidence in handling customer issues and internal coordination.
• Process‑driven, organised, and able to enforce SOPs and workflow discipline.
• Comfortable working in an environment involving both system‑generated and manual documents.

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• Which of the following languages are you fluent in?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a customer services manager?
• How much notice are you required to give your current employer?