Customer Service Manager

About the role

MKS is looking for a Customer Service Manager in Penang, Malaysia, to lead the Customer Service function and drive operational excellence across the order-to-cash process. The role manages customer service operations, develops high-performing teams, optimizes processes and partners with cross-functional stakeholders to support business growth and customer satisfaction.

Key responsibilities

• Lead and manage the Customer Service team, set performance expectations and foster a culture of customer excellence.
• Own the end-to-end order-to-cash process, including order management, customer transactions and fulfillment.
• Develop and execute customer service strategies that improve satisfaction, service levels and efficiency.
• Serve as the primary escalation point for critical customer issues and drive timely resolution.
• Partner with Sales, Supply Chain, Planning, Manufacturing, Logistics and Finance teams to align customer requirements with business objectives.
• Monitor key service metrics such as OTIF, order cycle time, backlog management, response time and customer satisfaction.
• Identify opportunities for process optimization, automation and digital transformation, and lead root cause analysis and corrective actions.
• Drive continuous improvement using Lean, Six Sigma or other operational excellence methods.
• Manage workforce planning, talent development, succession planning and employee engagement.
• Ensure compliance with company policies, trade regulations and import/export controls, and collaborate with regional and global Customer Service leadership.
• Provide leadership reporting on customer trends, service performance and operational risks, and support strategic projects and change initiatives.

Required profile

• Bachelor's degree in Business Administration, Supply Chain, Logistics, Operations Management, Engineering or a related field; Master's degree is an advantage.
• 8+ years of experience in Customer Service, Order Management, Customer Operations or Supply Chain within a multinational manufacturing environment.
• Minimum 3-5 years of people management experience leading Customer Service or Order Management teams.
• Proven track record of improving service performance, customer satisfaction and operational efficiency.
• Demonstrated experience leading cross-functional initiatives and influencing stakeholders.

Required skills

• Strong understanding of order-to-cash processes, supply chain, inventory management and fulfillment.
• Experience with ERP platforms such as SAP, Oracle or equivalent; SAP SD expertise is highly desirable.
• Advanced proficiency in Microsoft Excel, Power BI and SAP reporting tools.
• Knowledge of international trade compliance, customs and import/export processes is advantageous.