Radiometer Hiring! Full Time Customer Service Manager - EMEA Working Hours in Selangor - Ricebowl

The Customer Service Manager is responsible for providing EMEA leadership to Customer Service Team Lead Supervisors responsible for Order-to-Cash activities across phone, email, and e-commerce, including language speakers, to provide consistent, excellent customer service. This position reports to the Global Shared Service Leader - Customer Service and is part of the Customer Service Team located in Petaling Jaya, Malaysia and will be an on-site role working to cover EMEA customers.

• Provide EMEA leadership to Customer Service Team Lead Supervisors responsible for Order-to-Cash activities across phone, email, and e-commerce.
• Serve as the main point of accountability for service performance, KPI and SLA targets, reporting, and continuous improvement.
• Work closely with customers and internal teams — including sales, operations, supply chain, and logistics — to ensure accurate, timely information flows and a seamless customer experience worldwide.
• Act as the senior escalation contact for complex customer issues, ensuring quick, compliant resolutions and consistent global policy execution.
• Coach and mentor Team Leads globally to build leadership skills and reinforce Pall’s vision, culture, and performance standards.
• Lead major customer service transformation initiatives and manage change by communicating clearly, providing training, and addressing risks such as language and time zone coverage to maintain a positive customer experience during transitions.
• Optimize workforce allocation and ensure service quality during organizational transitions.
• Champion automation and data-driven process improvements, identifying ways to streamline workflows (e.g., using RPA for routine tasks, AI) and overseeing analytics and reporting to drive accountability and enhance performance.

• Bachelor’s degree or equivalent experience, with at least 10 years of customer service experience, including roles in customer-facing and shared service environments.
• Excellent written and verbal communication skills and a strong commitment to customer satisfaction.
• Proven problem-solving abilities in high-volume, fast-paced, multi-tasking settings.
• Experience with SAP or similar ERP systems and advanced proficiency in Microsoft Office.
• 5+ years leadership experience supervising managers or Team Leads, especially in global or multi-site settings.
• Ability to collaborate effectively across sales, operations, engineering, supply chain, and shipping teams.

Pall Corporation, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it’s a health care program or paid time off, our programs contribute to life beyond the job.