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
- 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.
- 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.
- 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.
- 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.
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