Customer Service Manager

Role Objective

Opportunity for a highly experienced Customer Service professional in a leadership position while remaining hands-on in daily operations. The CS Manager is accountable for stabilizing and strengthening operations in a complex and high-volume medical device environment, reinforcing process discipline, and acting as a key bridge between Customer Service, Finance and Operations, Commercial teams, and 3PL partner. Act as key member of the transformative SAP transition project to S4 Hana.

Key Responsibilities

1. 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.

2. 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.

3. 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.

4. 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.

5. Continuous Improvement & Cross-Functional Collaboration

• 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:

Language

• Excellent command of English, both written and spoken, is required.
• Proficiency in Mandarin, Malay or other languages will be an advantage.

Must-Have

• 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.

Personal Attributes

• 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.