Company Description YTY Group is a leading Southeast Asia–based manufacturer of high-quality, single-use medical gloves, operating advanced facilities in Malaysia and Indonesia with an annual capacity exceeding 25 billion gloves. The group specializes in Nitrile and Polychloroprene examination gloves primarily used in hospitals, emergency services, and broader healthcare settings. YTY Group also holds a strong global position in surgical gloves, particularly in Polyisoprene and Polychloroprene synthetic variants. The company is recognized for its advanced technology, consistent product quality, innovation, and strong customer service. YTY places significant emphasis on social compliance, CSR initiatives, and developing more sustainable manufacturing practices, offering team members the opportunity to contribute to meaningful industry and community impact.
Role Description Assistant Manager, Customer Care role involves leading the Customer Care team to ensure an excellent customer service experience and strong customer engagement in support of business growth. You will take full ownership of customer orders, enquiries, complaints, and issues, ensuring timely and effective resolution in alignment with OTIF targets.
Key Responsibilities
- Lead and manage the Customer Care team to ensure an excellent customer service experience and strong customer engagement in support of business growth.
- Take full ownership of customer orders, enquiries, complaints, and issues, ensuring timely and effective resolution in alignment with OTIF targets.
- Develop, implement, and continuously improve customer service policies, procedures, and standards to enhance operational efficiency and service quality.
- Establish departmental objectives aligned with company strategy and ensure execution through clear action plans and performance tracking.
- Monitor end-to-end order fulfilment processes, ensuring coordination with Supply Chain, Production, Logistics, and Quality teams for seamless execution.
- Analyse customer service performance data, KPIs, and service gaps; prepare regular management reports with actionable insights.
- Drive continuous improvement initiatives, including process optimisation, digitalisation, and automation in collaboration with system/IT teams (e.g., ERP/Oracle).
- Ensure accurate maintenance of customer records, order documentation, and communication logs in compliance with internal audit requirements.
- Coordinate proactively with cross-functional teams to resolve supply disruptions, shipment delays, and OTIF-related issues.
- Stay updated on industry best practices and regulatory requirements impacting export, shipping, and customer service operations.
About You
- Bachelor's or Master's Degree in Engineering, Supply Chain Management, Business, or a related field.
- More than 8 years of working experience in Customer Service, Customer Care, Supply Chain, or Order Management, preferably in a manufacturing environment. (Candidates with around 5 years of relevant experience may also be considered for an Executive-level position, depending on their overall experience and suitability.)
- At least 2–3 years of supervisory experience leading a customer service team. (Candidates without supervisory experience may also be considered for Senior Executive or Executive roles, depending on their overall experience and suitability.)
- Strong analytical and reporting skills with the ability to interpret data and generate insights.
- Ability to manage multiple priorities and work under pressure in a fast-paced environment.
- Strong coordination and stakeholder management skills with the ability to work cross-functionally.
- Good command of both written and spoken English and Bahasa Malaysia.
- Proactive, accountable, and results-oriented mindset with a strong sense of ownership.
