Assistant Manager, Customer Service

Summary

He/ She will serve as the key communication point between internal customers and global planners and various stakeholders. This role ensures smooth coordination between business development managers, global supply planners, project managers, and production planners. The coordinator will manage the flow of orders, prioritize production schedules, and oversee shipments to meet both global and local demands.

Duties and Responsibilities include the following. Other duties may be assigned.

• Liaison with Global Planners, customer service, with global sites. Act as the primary point of contact internal between customers and global supply planners from other entity/ sites.
• Coordinate closely with business development managers, global planners, and project managers to align production and shipment priorities with global demand.
• Collaborate with customer service teams to receive and process customer orders.
• Work with warehouse teams to ensure timely coordination and shipment of products from the factory to global destinations.
• Partner with production planners and schedulers to prioritize factory operations based on demand forecasts and customer requirements.
• Monitor production schedules to ensure alignment with shipment timelines and global order priorities.
• Process orders, forms, applications and requests
• Work closely with operations, production schedulers, and other internal departments to streamline production and shipment workflows

• Serve as the primary contact for global colleagues, ensuring effective communication and issue resolution.
• Ensure customer expectations are met by proactively managing order timelines, addressing concerns, and maintaining transparency across teams.
• Provide regular updates on production and shipment statuses to all stakeholders, both internal and external.
• Develop and execute strategic initiatives to meet organizational goals, KPIs, and objectives.
• Continuously assess and refine operational strategies to ensure they align with business objectives and improve performance.
• Comply with all environmental control procedures
• Report or feedback environmental incidences or improvements needed.
• Ensure all activities within their area of control is conducted in a manner that complies with environmental control procedures and does not create unnecessary environmental impacts
• Monitor and ensure compliance to environmental operational controls and compliance with applicable legal and other requirements.
• Communicate clear roles and responsibility for environmental control

Qualifications, Education and/or Experience         

• Minimum of Bachelor degree in any relevant field
• Knowledge of administrative procedures
• Experienced with ERP/ MRP systems
• Experience with Customer service, Internal sales or Planning
                         

Language Skills  

• Ability to effectively communicate in the English and Malay language verbally and in writing
• Ability to read and interpret technical journals, specifications, international technical standards, etc.
• Able to read and write in English and Bahasa Malaysia
• Other languages as Mandarin are an added advantage

Computer Skills  

• Proficient in MS Office applications, such as Word, Excel, PowerPoint, etc.
• Familiar with operating systems, such as Windows, etc.

Customer Expectations

• Proactive.
• Good communication skills.
• Proactively manage customer expectations, ensuring timely order fulfillment and consistent communication.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Employee works primarily in a manufacturing environment, with in a well-ventilated area, and is exposed to moderate noise levels.
• Ensure all activities are performed in a manner that does not create unnecessary environment impacts.
• Monitor and ensure compliance to environment operational controls and compliance with applicable legal and other requirement.
• Communicate clear roles and responsibility for environmental control.

Work Requirements

• Compliance to all relevant HID Global policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems.
• Travel and fieldwork including international travel, therefore employee must possess or can acquire a valid passport.
• Must be physically fit.

We make it easier for people to get where they want to go!
On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something.  HID technology is behind billions of interactions, in more than 100 countries.  We help you create a verified, trusted identity that can get you where you need to go – without having to think about it.  
 
When you join our HID team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 61,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

 #LI-HIDGlobal