Head, Customer Service & Logistics

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Responsibilities

• Oversees management of critical stock issues, shipping conflicts, special requests from customers, and product transitions to deliver orders on-time.
• Communicate with the sales team, technical team, warehousing, and procurement departments promptly to refine processes impacting overall service performance.
• Responsible for control of set up and maintenance of all customer master data.
• Establish Customer Relationship Management (CRM) systems and guidelines to manage customer relationships.
• Define and communicate customer service standards, including a streamlined process from receiving inquiries to the end.
• Direct the daily operations of the customer service team and scheduling/planning.
• Plan, prioritize, and delegate work tasks to ensure proper functioning of the department with the intent of maximum customer satisfaction and retention.
• Review and handle customer complaints.
• Oversee and conduct inventory cycle counts to verify accuracy in raw materials and goods.
• Identify and implement strategies to improve quality of service, productivity, and profitability.
• Interview, hire, and train new employees in customer service and logistics activities.
• Assist in resource identification, work assignment, performance evaluation, and promotion decision activities.
• Always ensure compliance with requirements of the Group Procedures and Authorities.
• To uphold the corporate core values of Respect & Responsibility, Enterprising, Excellence, and Integrity.
• To carry out any other duties as and when required by the superior.
• Ensures compliance and conformances to the Sime Darby Berhad Group Policies and Authorities (GPA), Code of Business Conduct (COBC), and any applicable policies, guidelines, standard operating procedures issued by the Company and/or the Group as well as any such applicable laws and regulations in the jurisdictions where the Company is operating.