Customer Service jobs in Malaysia

This position locates in Kuala Lumpur, meanwhile job will cover to all the countries in APAC region. The Business Excellence Manager is responsible to support and accelerate the success of progress initiatives in commercial and operation process by upgrading the SAP transition with continues improvement mindset and building up the related knowledge foundations for the long-term maintenance.

Drive SAP related process improvement projects and serve as a sparring partner for our SAP key users in the countries. The Business Excellence Manager is the leader/key player:

• To support the global SAP S4HANA project deployment in APAC in 2025 and 2026. He/she will work with regional project leader to track the regional test scenarios, cases and data, contribute to setup template/local test scope with the cooperation between global project team. In the meantime, he/she need to support Local Key User for the testing the acceptance of local business processes during the UAT, Integration Test.
• To lead the APAC O2C (Order to Cash) project with the support from global team to improve the current CS process by optimizing the SAP transitions to achieve the benchmark level.
• To support COE (Customer service's Centre of Excellence) build-up with the support from regional project leader to create an alliance and support-system for our customer service team members in countries and secure talents for our future. It includes to share the SAP technical benchmark function, lead local markets CS teams to test and act, plus build up the necessary regional SOP or other similar ways to guarantee the continues knowledge upgrading.

The Business Excellence Manager is a continues improvement thinker to influence the different levels of people toward to the Business Excellence Model.

• Drive highest level of Customer Service and Logistics performance, securing productivity gains, lead cross-functional to improve end to end processes and enhance customer satisfaction.
• Work closely with all countries, departments and monitor key initiatives’ progress so that any deviations or issues could be resolved on-time.
• Facilitate actions or projects to improve/optimize all relevant management processes.
• Support CS 1st level of trouble shooting ticket before it goes to IT.
• Any other tasks that the supervisor may assign from time to time.

• Bachelor’s degree or above with more than 10 years of working experiences.
• 5-7 years of experiences in Customer Services, technical support, customer insights, or customer service fields.
• Rich experience with SAP SD (sales and distribution module) is a must to be able to support the O2C initiatives in the countries.
• Experiences with SAP launch is preferred to be able to lead the SAP testing as the super user.
• Experiences as the project leader with Project management skill like PMP or Scrum is preferred.
• Experiences with improving the SAP processes related with P2P (Procure to Pay) and R2R (Record to Report) is a plus.
• Digital mindset and knowledge in emerging digital technologies (e.g. PowerBI, RPA, AI etc.) is an asset.
• Expertise in Microsoft Excel is essential.
• Fluent in English.

• With the continues improvement mindset, always challenge the AS IS using an internal or external benchmark.
• Willing to work under pressure to build the processes from 0 to 1.
• Strong analytical skills together with business acumen.
• Good communication and collaboration skills. Ability to partner with and influence others without direct authority, build consensus, and look for collaboration with people from different departments and all levels.
• Highly organized and well prepared.
• Ability to work on tight deadlines and prioritize.
• Travel time in APAC region 15% - 20%.