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Manager Customer Service Experience Center of Excellence
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Customer Service Call Centre
💰 Salary Not shared
📊 Market RM8,000–RM15,000/mo (RM96,000–RM180,000/yr)
About the Company
About this Position We are looking for an experienced leader to drive customer service excellence, manage critical supply chain escalations, and lead a high-performing team. You will work closely with customers and cross-functional stakeholders to ensure service delivery, customer satisfaction, and continuous improvement.
Responsibilities
- ● Lead and develop the CSX team to achieve service and performance targets.
- ● Manage critical supply escalations and drive timely resolution.
- ● Build strong relationships with customers and key stakeholders.
- ● Monitor KPIs, dashboards, and CRM performance.
- ● Lead DELCON and CAPA review processes.
- ● Drive customer-centric initiatives and continuous improvement projects.
- ● Bachelor's Degree in Supply Chain, Business, Engineering, or related field.
- ● Experience in Customer Service, Customer Supply Chain, Order Management, Logistics, or Supply Chain Operations.
- ● Proven people management and stakeholder management experience.
- ● Strong problem-solving and escalation management skills.
- ● Comfortable working in a fast-paced, customer-facing environment.
- ● Experience with KPI management, CRM, SAP/ERP systems is an advantage.
- ● Lean Six Sigma or Continuous Improvement certification is a plus.
- ● Collaborate with Supply Chain, Planning, Logistics, and Customer Service teams.
- ● Flexible work scheme with flexible hours, hybrid work model, and work from anywhere policy for up to 30 days per year
- ● Diverse national and international growth opportunities
- ● Global wellbeing standards with health and preventive care programs
- ● Gender-neutral parental leave for a minimum of 8 weeks
- ● Employee Share Plan with voluntary investment and Henkel matching shares
- ● Medical Coverage for employees and eligible dependents
- ● Additional EPF Contribution
- ● Dental, Health and Eye Screening etc for employees and eligible dependents
- ● Discounts on company products
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