Job Title : Customer Service Manager
Division : Weir Minerals
Location : Malaysia
Purpose of Role: The role is responsible for overseeing and coordinating the activities of the Customer Service Spare Parts team, ensuring effective day-to-day order processing across a structured operations environment.
Why choose Weir:
Be part of a global organization dedicated to building a better future: At Weir, the growing world depends on us. It depends on us constantly reinventing, quickly adapting and continually finding better, faster, more sustainable ways to access the resources it needs to thrive. And it depends on each of us doing the best work of our lives. It's a big challenge but it is exciting.
An opportunity to grow your own way: Everything moves fast in the dynamic world of Weir. This creates opportunities for us to take on new challenges, explore new areas, learn, progress and excel. Best of all, there is no set path that our people must take. Instead, everyone is given the support and freedom to tailor-make their own career and do the best work of their lives.
Feel empowered to be yourself and belong: Weir is a welcoming, inclusive place, where each individual's contribution is recognized and all employees are encouraged to innovate, collaborate and be themselves. We continually focus on people and their wellbeing. We believe in fairness and choose to be honest, transparent and authentic in everything we do.
Key Responsibilities:
- Lead and manage the Customer Service team, including team leaders and support roles, ensuring smooth daily operations in a high-volume order processing environment.
- Provide hands-on guidance in ERP systems (SAP and related platforms), stepping in to support order processing activities when required.
- Ensure accurate and timely processing of customer quotations and purchase orders by the Customer Service team.
- Oversee customer order entry through SAP and related B2B platforms (e.g., ARIBA), ensuring system accuracy and data integrity.
- Monitor order accuracy, turnaround time, and on-time delivery performance, identifying and resolving operational issues promptly.
- Review and maintain Customer Master Data to ensure accuracy and compliance within business systems.
- Manage returns, credits, and corrective action requests (CARs) in line with company procedures.
- Develop, review, and continuously improve standard operating procedures (SOPs) to drive consistency and efficiency.
- Train, coach, and support team members to build system capability, process discipline, and operational accuracy.
- Prepare and present regular reports on on-time delivery, overdue orders, and other key operational metrics.
- Work closely with Sales, Finance, Logistics, Technical, and Pricing teams to resolve order-related issues and ensure smooth end-to-end processing.
- Support the execution of pricing updates and system changes in coordination with the Pricing team, ensuring timely and accurate implementation.
- Drive achievement of customer service KPIs, including service levels, operational accuracy, and working capital targets.
- Safety First: Demonstrate 100% commitment to our zero harm behaviors in support of our drive towards developing a world class safety culture.
Job Knowledge/Education and Qualifications:
- Minimum of 4 years experience in a customer service or order processing environment, preferably within an industrial, manufacturing, or distribution setting.
- Experience leading or supervising team members is important. This may include formal management roles or hands-on leadership, mentoring, or acting responsibilities.
- Strong hands-on experience working in ERP systems is required. SAP experience is preferred; however, experience with other structured ERP systems is acceptable. The candidate must be confident using systems and guiding others in system-based work.
- Good understanding of end-to-end order processing workflows, including quotation, order entry, delivery coordination, and issue resolution.
- Strong written and spoken English communication skills, with the ability to prepare reports and communicate clearly with customers and internal stakeholders.
- Strong attention to detail, with the ability to manage high volumes of transactional work while maintaining accuracy.
- Proficiency in Microsoft Office applications, particularly Excel, for reporting and data analysis.
- A formal degree is not required. Relevant qualifications or equivalent practical experience in customer service, parts, logistics, or supply chain operations are considered advantageous.
- Experience in aftermarket or spare parts operations is beneficial but not mandatory.
Founded in 1871, Weir is a world leading engineering business with a purpose to make mining operations smarter, more efficient and sustainable. Thanks to Weir's technology, our customers can produce essential metals and minerals using less energy, water and waste at lower cost. With the increasing need for metals and minerals for climate change solutions, Weir colleagues are playing their part in powering a low carbon future. We are a global family of 11,000 uniquely talented people in over 60 countries, inspiring each other to do the best work of our lives.
For additional information about what it is like to work at Weir, please visit our Career Page and LinkedIn Life Page.
Weir is committed to an inclusive and diverse workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, veteran status, disability, age, or any other legally protected status.
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