Job Description

Location: Penang

Type of Employee: Full Time

Responsibilities:

• Lead, coach and motivate a team of Customer Service Representatives to consistently achieve service, quality, productivity and customer satisfaction KPIs.
• Manage day-to-day operations and ensure service levels are consistently met.
• Conduct regular coaching sessions, performance reviews and career development discussions.
• Monitor team performance and implement action plans to improve operational results.
• Analyze and recommend improvements to enhance efficiency and customer experience and drive continuous improvement.
• Foster a positive, engaged, and high-performing team culture through effective communication and recognition.
• Ensure compliance with company policies, customers’ requirements and operational procedures.
• Any other duties and responsibilities that may be assigned to you from time to time and for the effective implementation, maintenance and continual improvement.
• Work closely with the Regional Sales Managers to solve problems and find solutions to meet the customers’ requests in a timely manner.
• Support the Sales team by fielding customer requests, working with the necessary departments to address customers' concerns and maximize customer satisfaction.
• Assist the sales team by following up with quotes, ensuring the pricing are set up, processing orders, and managing customer accounts to ensure a seamless sale process.
• Liaise with demand planning team to get updated customer’s Forecast and follow up with customers on the left to book and working with sales to update the forecast whenever needed.
• Interfacing with customers, distributors, and other related third parties to handle a variety of customer service functions.
• Responsible for full lifecycle of orders, which include handling customer expedite, requests, complains, escalation, special or unique demand requirements and following up on all issues.
• Order management to determine the status of sales orders, delivery schedules, verifying product pricing, coordinating schedule changes, and maintaining records of sales order acknowledgements.
• Collaborate with planning team on escalations, pull in orders and other issues to maximize shipment.
• Co-ordinating Returns Merchandise Authorizations (RMA’s), working with customers, Quality team, Sales, and logistics. Handle Distributors Stock Rotation.
• Work with finance team on credit hold issues, follow up with payment, released orders and other related issues.
• Co-ordinate shipment with logistics team and handle any shipment related issues.
• Following up with product marketing and quality team with any reported issues
• Responsible for additional duties, any other tasks as delegated, and projects as assigned. Also, to work with IT on issues related to order management (EDI, CSV, BVEM, testing, etc.)

Requirements:

• Self-Motivated: Ability to work independently and manage multiple tasks effectively to meet deadlines and requirements in a fast-paced environment. With strong desire to learn, grow and contribute to the success of the team.
• Detail-Oriented: Strong attention to detail to ensure accuracy in customer records and sales processes and highly organized.
• Problem-Solving Skills: Ability to identify issues and provide effective solutions to enhance customer satisfaction and sales efficiency.
• Strong communication and interpersonal skills with the ability to work collaboratively in a team environment to influence, motivate and engage the team.
• Proficient in Microsoft Office (Excel, Word, Outlook).
• Be familiar with Oracle is a plus point as tasks require order entry using Oracle. Proficiency in CRM software and other related systems (Salesforce and Business Object).
• Customer service-oriented ability, able to work well in a team and be a good team leader.
• Strong coaching, people development and management skills.
• Excellent analytical, problem-solving, and decision-making abilities.
• Deep understanding of multinational customer expectations and operational complexity.
• Fluent in both English and Mandarin (spoken and written) to support Mandarin-speaking customers.
• Minimum 5 years of experience leading a customer service team.

Education

• Degree in Business Administration or equivalent is preferred.