Customer Service Relationship Manager

ABOUT THE CLIENT

Our client is a global leader in interconnect solutions, specializing in the design and manufacturing of wire harnesses, cable assemblies, and power management products. With a strong presence in the electrical and electronics industry, they serve a diverse portfolio of world-class customers across the industrial, medical, and data communication sectors. Known for their commitment to innovation and operational excellence, they offer a dynamic, fast-paced environment where employees are empowered to drive impact and grow their careers.

ABOUT THE ROLE

We are seeking a highly skilled and proactive Customer Service Relationship Manager to take ownership of the end-to-end customer order management process for a key business unit. In this critical role, you will act as the bridge between the customer and the manufacturing operations. You will not only manage daily order execution but also lead strategic initiatives to enhance delivery performance, resolve complex escalations, and drive revenue growth. This role requires a professional who can navigate cross-cultural environments, influence stakeholders at all levels, and implement data-driven solutions to elevate customer satisfaction.

KEY RESPONSIBILITIES

• Order Lifecycle Management: Oversee the daily management of customer orders, ensuring accurate processing and timely fulfillment.
• Cross-Functional Resolution: Collaborate with manufacturing, engineering, and logistics teams to troubleshoot and resolve complex/escalated operational issues, ensuring On-Time Delivery (OTD) aligns with revenue targets.
• KPI Leadership: Lead the development, implementation, and monitoring of Key Performance Indicators (KPIs) for the Customer Service (CSR) Team to guarantee service levels meet or exceed customer expectations.
• Strategic Interface: Serve as the primary escalation point for customer-related operational challenges, representing the business unit as the key liaison between internal stakeholders and external partners.
• Revenue Performance Management: Proactively monitor, analyze, and report on customer revenue performance to the business unit leadership, driving action plans to meet and exceed sales revenue goals.
• Continuous Improvement: Drive process improvements across order management, inventory optimization, and customer satisfaction strategies to enhance efficiency and service quality.
  
  

JOB REQUIREMENTS

• Education: Bachelor's Degree in Business Administration, Supply Chain Management, or a related field.
• Experience: Minimum of 5 years of relevant working experience, specifically within the Electrical and Electronic (E&E) manufacturing industry.
• ERP Systems: Strong knowledge and hands-on experience with SAP (essential).
• Advanced MS Excel: Proficiency in Pivot Tables, Data Lookups (VLOOKUP/XLOOKUP), and Indexing is a strong advantage.
• Communication: Excellent verbal and written communication skills in English, with the proven ability to articulate complex issues clearly.
• Problem Solving: Demonstrated track record of solving complex operational problems with scalable and repeatable results.
• Leadership & Stakeholder Management: Proven experience in chairing meetings and managing relationships with attendees from diverse geographical locations and varying organizational levels, including C-suite/Executive leadership.
  
  

Please be informed that only shortlisted candidate will be notified.

For more information, you may reach out to Jamie at her email at [Confidential Information] or WhatsApp her at +6012 238 9953

PeopleLAKE is a full service HR solution company providing Recruitment, HR Outsourcing, and Corporate Training. eLawyer Recruitment is part of PeopleLAKE Group.

Visit us on https://peoplelake.asia/  follow us on https://www.linkedin.com/company/peoplelakegroup/  to get updates on latest job opportunities or for legal jobs visit on https://elawyer.com.my/  and follow us on https://www.linkedin.com/company/agensi-pekerjaan-els-sdn-bhd/