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Team Manager, Customer Service Operations (GBS)
Job summary
A leading technology solutions provider is seeking a Team Manager for Customer Service Operations in Subang Jaya, Malaysia. You will lead the team managing quotation and order processes, ensuring timely customer service delivery. The role requires a Bachelor's degree in Supply Chain or Logistics, with a minimum of 8 years' experience in supply chain operations, including 3 years in a managerial role. This position also focuses on process optimization and cross-functional collaboration to enhance customer satisfaction.
Qualifications
- Minimum 8 years in supply chain, parts operations, or order fulfilment.
- At least 3 years in a managerial role.
- Good knowledge in incoterm, freight management, and export/import documentation.
Responsibilities
- Lead and manage the CS quotation and order processing teams.
- Oversee quotation preparation and pricing strategies.
- Collaborate with Sales for seamless order execution.
Skills
Education
Drive and lead the Customer Service GBS Service Operations function for the Southeast Asia (SEA) region, ensuring high-performance service delivery that is accurate, timely, and customer focused. This role is accountable for optimizing quotation and order fulfilment processes, aligning operations with strategic business objectives, and fostering a culture of continuous improvement and operational excellence.
- Lead and manage the CS quotation and order processing teams to ensure timely and accurate fulfilment of customer requests.
- Participate in the SEA weekly backlog meeting with ML representatives to drive Parts TO.
- Be the functional leader for all local and sub-regional service operations, providing day-to-day operational support and guidance, and implementing with them the strategic service operations initiatives.
- Oversee quotation preparation, pricing strategies, and discount approvals in alignment with business rules.
- Coordinate with Sales, Manufacturing, and 3PL partners to ensure seamless order execution.
- Collaborate with Region CS controller to provide monthly TO forecast.
- Manage trade instruments and shipping documentation.
- Monitor and improve the Return of Material process.
- Attend to customer feedback, complaint and request for service remedy.
- Assess and enhance CS and quotation processes and develop future-state operating models aligned with group service strategy.
- Implement value stream methodology and Buhler Onion model to drive efficiency and customer satisfaction.
- Collaborate with Sales to drive demand for parts and services.
- Formulate strategies on margin performance to meet or exceed the annual budget.
- Lead initiatives to improve productivity and customer experience.
- Standardize business rules for value streams (e.g., discount approvals).
- Bachelor's Degree in Supply Chain, Logistics, or related field.
- Minimum 8 years in supply chain, parts operations, or order fulfilment, with at least 3 years in a managerial role.
- Strong PC and software knowledge (MS Word, Excel, PowerPoint, MS Office).
- Proficiency in SAP systems and tools (SD Module, Stock, Procurement).
- Good knowledge in incoterm, freight management, import/export documentation/Letter of Credit shipment requirements.
- Strong people management skills with a focus on coaching, development, and performance management.
- Ability to drive a culture of continuous improvement and operational excellence.
- Strong communication and stakeholder management skills across multiple countries and functions.
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.