Customer Service Deputy Manager
MVC Resources · Sitiawan, Malaysia ·
- Category
- Support
- Experience
- 2+ years
- Lead the Customer Care team to deliver excellent service and drive customer engagement in support of business growth.
- Own end-to-end order management — orders, enquiries, and complaints — ensuring timely resolution and OTIF (On-Time-In-Full) performance.
- Develop and improve customer service policies, procedures, and departmental KPIs, aligning execution with company strategy.
- Coordinate cross-functionally with Supply Chain, Production, Logistics, and Quality to ensure seamless order fulfilment and resolve disruptions/shipment delays.
- Drive continuous improvement and reporting — analysing performance data, leading digitalisation/ERP initiatives, and presenting insights in management reviews
Requirements
- Bachelor's/Master's in Engineering, Supply Chain, Business, or related field, with 8+ years in Customer Service/Customer Care/Order Management (manufacturing environment preferred), including 2–3 years in a supervisory/managerial role.
- Strong analytical, reporting, and cross-functional stakeholder management skills, with the ability to manage multiple priorities under pressure.
- Proficient in English and Bahasa Malaysia (written and spoken).
- Proactive, accountable, and results-driven, with a strong sense of ownership.