Customer Service Manager

About the Company

Responsibilities

• ● Team Leadership & Capability Development
• ● Lead and develop the Customer Service team, fostering a high-performance culture through coaching, capability development, succession planning, and performance management.
• ● Own customer service KPIs, including service levels, response times, order accuracy, customer satisfaction, backlog management, and productivity, driving accountability and continuous improvement.
• ● Plan team capacity, workload distribution, and resource allocation to ensure service levels are consistently achieved while supporting business growth.
• ● Act as a role model in system usage, transaction accuracy, and compliance with SOPs.
• ● Support onboarding, on-the-job training, and skill development of team members, particularly in SAP and complex transaction handling.
• ● Drive the delivery of an exceptional customer experience by ensuring high standards of professionalism, responsiveness, and customer engagement across all interactions.
• ● Customer Service Excellence
• ● Partner closely with Commercial, Supply Chain, Logistics, Finance, and Marketing teams to ensure seamless order-to-cash processes and deliver an exceptional customer experience.
• ● Act as the primary escalation point for complex customer issues, ensuring timely resolution while balancing customer satisfaction, business priorities, and regulatory requirements.
• ● Oversee and optimize daily transactional activities, including sales orders, FOC, consignment, loan order processing, returns and exchanges, billing, etc.
• ● Drive continuous improvement initiatives by identifying process bottlenecks, standardizing workflows, and leveraging systems and tools to increase efficiency and service quality.
• ● Ensure service quality, compliance, and adherence to company policies, as well as consistent execution of best practices across all customer service activities.
• ● SAP Order-to-Cash Execution & Process Discipline
• ● Act as a key user / champion for SAP Order-to-Cash processes within the Customer Service team.
• ● Ensure accuracy and completeness of transactions in SAP, minimizing rework and manual corrections.
• ● Reinforce standard processes and improve discipline in order entry, billing, and documentation.
• ● Identify recurring system or process issues and work with relevant stakeholders to resolve them.
• ● Order Fulfillment and Operational Governance
• ● Lead end-to-end order fulfilment in partnership with Third Party Logistics (3PL) provider and Operations team, ensuring timely, accurate, and efficient order processing and delivery.
• ● Strengthen operational governance through master data controls, audit compliance, regular 3PL performance reviews, and continuous improvement initiatives to enhance process efficiency and execution.
• ● Monitor order fulfilment and logistics KPIs, proactively addressing service gaps and driving performance improvements.
• ● Participate in and gradually lead improvement initiatives related to process standardization, reporting, and system usage.
• ● Lead or support SAP enhancements, digital initiatives, and system implementations, ensuring successful user adoption and process standardization.
• ● Contribute to SOP updates, work instructions, and best practice documentation.
• ● Partner with Finance to ensure billing accuracy, effective credit management, timely resolution of Order-to-Cash issues, and support accurate revenue recognition.
• ● Work closely with Operations & Commercial team to support Inventory planning and allocation decisions.
• ● Represent Customer Service in cross-functional planning and operational governance forums, providing insights and recommendations to improve business performance.
• ● Actively support change management within the Customer Service team.
• ● Prepare and present regular customer service performance reports, KPIs, and improvement initiatives to local and regional management.
• ● Ad-hoc projects as required.

Requirements

• ● Excellent command of English, both written and spoken, is required.
• ● Proficiency in Mandarin, Malay or other languages will be an advantage.
• ● Bachelor's Degree in Business Administration, Supply Chain, Logistics, or related discipline.
• ● Minimum 7-10 years of Customer Service experience, preferably in medical device, healthcare, or regulated industries.
• ● Strong hands-on experience with SAP ERP is essential (preferably in OTC, MM, IM, WM or related modules).
• ● Strong execution & follow-through ability; demonstrated problem solver with daily complex operational issues.
• ● Strong experience managing end-to-end Order-to-Cash processes.
• ● Experience leading a CS team.
• ● Experience working with 3rd party logistics (3PL) providers.
• ● Ability to work under pressure, handle urgent cases, and manage frequent ad-hoc requests.
• ● Demonstrated ownership, accountability, and consistency in execution.
• ● Ability to guide junior team members in daily work.
• ● Strong attention to detail and process orientation.
• ● Willingness to step into ambiguity and support problem-solving across functions.
• ● Good communication skills and ability to collaborate across Sales, Finance, Operations, and external partners.