Customer Service Supervisor - Penang, Malaysia

Originally posted 14 May 2026 by the employer — open 127 days.

About the role

This role involves leading and developing a customer service team while managing daily operations to meet service levels and customer satisfaction KPIs. The scope includes full lifecycle order management, from handling requests and complaints to coordinating shipments and returns.

What you'll do

• Lead, coach, and motivate a team of Customer Service Representatives to achieve service, quality, productivity, and customer satisfaction KPIs.
• Manage day-to-day operations and ensure consistent service levels.
• Analyze and recommend improvements for efficiency and customer experience.
• Support the Sales team by fielding customer requests, processing orders, and managing customer accounts.
• Liaise with demand planning and sales teams regarding customer forecasts and order updates.
• Coordinate Returns Merchandise Authorizations (RMA’s) and handle Distributors Stock Rotation.

What you'll need

• Minimum 5 years of experience leading a customer service team.
• Strong communication and interpersonal skills.
• Proficient in Microsoft Office (Excel, Word, Outlook).
• Fluent in both English and Mandarin (spoken and written).
• Deep understanding of multinational customer expectations and operational complexity.
• Strong coaching, people development, and management skills.

Nice to have

• Familiarity with Oracle for order entry.
• Proficiency in CRM software and other related systems (Salesforce and Business Object).
• Degree in Business Administration or equivalent.