Job Description

:

Customer Service cum Order Processing Assistant Manager is responsible for overseeing daily customer service and order processing operations, ensuring service excellence, operational efficiency and compliance with agreed Service Level Agreement (SLA) and Key Performance Indicators (KPI). The role requires strong analytical capability, advanced Excel proficiency and ability to translate operational data into actionable insights to support business performance and decision-making.

Key Roles and Responsibilities:

Customer Service Operations

Supervise and support the customer service team in handling customer inquiries, complaints, and service requests. Ensure timely and professional responses to customers in accordance with agreed SLA Act as an escalation point for complex or high-impact customer issues and ensure effective resolution. Maintain strong working relationships with internal stakeholders (planning, transport, warehouse, sales) to ensure seamless service delivery.

Order Processing & Coordination

Oversee end-to-end order processing activities to ensure accuracy, completeness and timeliness. Monitor daily order flow, delivery status, and exceptions, ensuring corrective actions are taken promptly. Coordinate with planning, transport and warehouse teams to resolve order discrepancies, delays or operational constraints

Monitoring, SLA & KPI Management

Monitor customer service and operational performance against agreed SLA and KPI Track service performance metrics such as order accuracy, on-time delivery, response time and complaint resolution. Identify service gaps, root causes, and recurring issues affecting performance Prepare regular SLA/KPI performance reports for management review.

Data Analysis & Reporting

Perform high-level operational analysis using Excel (eg, pivot tables, VLOOKUP/XLOOKUP, formulas, dashboards) Analyze customer service trends, order volumes, service failures, and productivity metrics. Conduct job monitoring and service performance analysis to support continuous improvement initiatives. Provide data-driven insights and recommendations to improve efficiency, service quality, and cost control.

Process Improvement & Compliance

Review and improve customer service and order processing workflows to enhance efficiency and accuracy. Ensure compliance with company policies, SOPs, and customer-specific requirements Support the implementation of system enhancements, automation or digitalization initiatives where applicable.

Team Leadership & Support

Assist the Manager in manpower planning, task allocation and workload balancing. Coach and guide team members on service standards, system usage and problem solving Support training and on boarding of new team members

Job Requirements

Education & Experience

Bachelor's Degree in Business Administration, Logistics, Supply Chain, Operations Management, or a related field. Minimum 3-5 years of experience in customer service and/or order processing, preferably in logistics, transportation, or operations-driven environments Prior supervisory or team-leading experience is an advantage.

Skills & Competencies

Strong proficiency in Microsoft Excel (advanced level), including data analysis and reporting High-level analytical and problem-solving skills with the ability to interpret operational data. Solid understanding of SLA, KPI, and performance monitoring in a service environment. Excellent communication and stakeholder management skills Detail-oriented, proactive, and results-driven
Job Type: Full-time

Pay: RM4,500.00 - RM5,500.00 per month

Benefits:

Free parking Health insurance Maternity leave Opportunities for promotion Parental leave Professional development
Work Location: In person