{"id":2879510,"url":"https://alion.io/job/rockwool-customer-service-manager-msia-spore","title":"Customer Service Manager, Msia & Spore","company":{"id":1766142,"name":"Rockwool","domain":"rockwool.com","url":"https://alion.io/company/rockwool-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":76,"open_postings":49,"ghost_share":0,"stale_share":0.959,"repost_share":0,"time_to_fill_p50_days":31,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Klang, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":9000,"max_usd":21000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":5018},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-05-13T00:00:00Z","employer_posted_date":"2026-05-13","last_verified_at":"2026-11-05T03:54:16Z","board_verified":true,"closed_at":null,"days_open":176,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":176},"description":"General responsibilities and activities include but is not limited to:\nTo ensure Customer service team carry out the customer service function by ensuring that orders entry, delivery management, invoicing and customer complaints are processed on timely manner at most cost-effectively, while maintaining company core value of unbeatable customer service.\nCustomer Service Manager has to ensure the team has efficient communication between customers and inter-department either via phone calls, email, Whatapp or face-to-face in relation to a product or service.\nKey responsibilities and activities include but is not limited to:\nReview and improvise Customer Service team processes and guidelines with other departments from time to time to achieve highest efficiency and effectiveness in accordance to the business requirement.\n\nTo ensure Customer Service team members understand and adhere standard operation procedures including Do's and Dont's.\n\nIssuance of Show cause letter, counselling letter, verbal warning letter as and when required.\n\nTo ensure Customer Services team are able to process domestic, inter-company orders and export orders efficiently and effectively.\n\nArrange internal and external training to enhance Customer Service team members knowledge and exposures.\n\nTo resolve escalated cases/incidents for a win-win solution under the guideline of Supply Chain Senior Manager on timely manner.\n\nTo ensure SAP invoicing system works well with Lembaga Hasil Dalam Negeri (LHDN) under MyTax system and escalate to global IT team as and when required.\n\nWork closely with Sales Support, Sales & Marketing team for power pricing setup in SAP and e-shop following the structural way and upkeeping the data according to policy.\n\nTo ensures all customer ordering queries are processed efficiently and promptly, ensuring that our direct contact does, in fact provide unbeatable customer service.\n\nEscalate for advise when there is a potential incoming big orders/spike in finished goods demand for production planning and stock movement arrangements.\n\nStrong stakeholder management with other departments such as sales, finance and operation for special situation (plant shut down, machine stops due to low volumes), ready stocks for sale, etc.\n\nTo ensure and work closely with Finance department on the MICCI renewal (and any other relevant permit/license) complete on timely manner.\n\nTo check and approve staff claims with best justification.\n\nTo review and approve vendor payment on timely manner.\n\nJob Requirements:\nExperienced managing a team is preferred.\n5 years experience required preferably in manufacturing industries\nExperience in analyzing key data to provide relevant, timely & accurate information\nMust be proficient in use of Microsoft office (outlook, calendar, mail)\nStrong management & leadership skills\nAble to travel outstation/within the region\nDynamics & outgoing with excellent inter-personality skills\nGood communication skills\nKnowledge of SAP CRM will be added 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