Customer Service & Operations Management

Oversee daily customer service and operational activities to ensure efficiency, accuracy and timely execution.
Manage the complete workflow from customer enquiries, quotations and purchase orders to order fulfilment and delivery.
Ensure customer enquiries and requests are handled professionally within established service standards.
Coordinate with Sales, Procurement, Warehouse, Logistics and Finance to ensure smooth business operations.
Monitor outstanding quotations, pending orders, backorders, delivery schedules and customer complaints.

Leadership & Team Performance

Lead, supervise, coach and develop the Customer Service and Operations teams.
Establish clear responsibilities, performance expectations and individual KPIs.
Monitor team productivity, task completion, work quality and employee accountability.
Conduct regular team meetings, performance reviews and improvement discussions.
Develop employees' problem-solving capabilities and encourage independent decision-making.
Address underperformance and implement effective corrective action plans.

Operational Efficiency & Process Improvement

Identify operational bottlenecks, recurring issues and inefficient workflows.
Develop, implement and improve Standard Operating Procedures (SOPs).
Introduce practical solutions to improve productivity, reduce errors and shorten processing times.
Ensure effective coordination between headquarters, branches and relevant departments.
Drive continuous improvement initiatives and support business growth.

Customer Satisfaction & Issue Resolution

Handle escalated customer complaints and complex operational issues.
Investigate root causes and implement corrective and preventive actions.
Ensure customers receive accurate and timely updates regarding their orders and deliveries.
Maintain high customer satisfaction through consistent service quality and responsiveness.

ERP, CRM & Performance Monitoring

Ensure accurate and timely updates of customer enquiries, quotations, sales orders and operational records in ERP and CRM systems.
Monitor departmental KPIs, customer response times, order accuracy and delivery performance.
Prepare weekly and monthly operational performance reports for management.
Analyze operational data, identify performance gaps and recommend improvement strategies.
Support digital transformation, workflow automation and system enhancements.

Management & Accountability

Take full ownership of departmental performance and operational results.
Make timely operational decisions within approved authority limits.
Anticipate potential problems and implement preventive measures.
Provide regular updates, performance analysis and recommendations to the General Manager.
Ensure departmental objectives align with the company's business goals and customer service standards.

2份Operations Lead工作在Shah Alam - October 2026

Head of Operations