概要

• 給与

  10,000 MYR ~ 12,000 MYR

• 業界

  Retail/Distribution(Other)

• 仕事内容

  < POSITION SUMMARY >
  The Operations Manager oversees the Customer Service Team that handles inquiries from Malaysia, Singapore, Indonesia, and Australia, as well as Order Fulfillment matters for Malaysia and Singapore, ensuring service quality, operational efficiencies, and productivity.
  
  < SUPERVISORY RESPONSIBILITIES >
  This position manages the customer service and order fulfilment department.
  
  < ESSENTIAL DUTIES AND RESPONSIBILITIES >
  [People Leadership]
  • Lead and motivate customer service and order fulfilment teams to achieve customer satisfaction goals.
  • Conduct training for new hires and ongoing education for existing staff.
  • Foster an inclusive work culture and provide feedback to enhance individual and collective performance.
  • Act as a liaison between internal departments, regional, and global offices.
  [Operations]
  • Daily management and oversight of customer service and order fulfilment teams, including performance, attendance, and safety.
  • Supports employees through taking over escalated customer interactions when necessary.
  • Manage warehouse activities, quality assurance, inventory control, and floor productivity.
  • Develop warehouse operations systems, including product handling, storage, packing, and shipping.
  • Produce regular reports and statistics on warehouse status.
  • Ensure compliance with Good Distribution Practice (GDP) guidelines and other regulations.
  • Maintain a safe work environment by establishing and enforcing standards and procedures.
  • Monitor and manage employee schedules, time-off requests, and hours worked.
  • Coordinate with HR on hiring, disciplinary actions, and terminations.
  [Planning and Administrative]
  • Monitor and analyze customer service and order fulfilment metrics for continuous improvement.
  • Collect customer feedback and perform root cause analytics for companywide improvements.
  • Collaborate on returns, refunds, and shipment errors for process enhancements.
  • Prepare and maintain training curriculum and documentation.
  • Review and update translations for external communications.
  • Facilitate collaborations between customer service and order fulfilment team on workflow improvements and efficiency.