Job Description

JOB PURPOSE
Join the team at Karcher Cleaning Systems Sdn Bhd, a leading provider of cleaning solutions, as a Customer Service and Customer Care Team Leader. In this role, you will lead the end-to-end order management cycle and be the central customer contact point at Karcher for providing and delivering customer-centric support and assistance before, during and after sales activities in order to drive customer satisfaction.

Key Responsibilities:

Team Leadership & People Management

• Oversee daily team operations, including workflow management and resource allocation, to ensure effective coverage across all customer channels.
• Conduct regular one-to-one coaching sessions and career development.
• Assess capability gaps and work closely with the SCM & CC Manager to plan and deliver training on product updates, system SOPs, and customer service competencies.
• Track and manage team performance against key service metrics, including SLA compliance, response times, claim resolution, and quality standards.
• Promote a collaborative, high-performance team culture that reflects and reinforces Kärcher’s values.

Order Entry & Fulfilment

• Lead and oversee end-to-end customer order processing activities, ensuring timely and accurate fulfilment in close coordination with the Sales team.
• Supervise the team’s adherence to approved pricing structures and discounts in line with annually updated pricing guidelines.
• Oversee and ensure the accurate preparation of delivery notes and all required shipping documentation, while leading the management of delivery exceptions (including returns, refusals, and rejections) to ensure compliance, timely resolution, and clear communication with all stakeholders.
• Act as the primary escalation point with 3PL warehouses for delivery issues, including missing serial numbers, special delivery arrangements, and logistics exceptions.

Customer / Sales Support >> Customer Care

• Lead and supervise the delivery of high-quality customer support across all channels (phone, email, chat, and digital platforms), ensuring consistent, professional, and customer-oriented communication.
• Ensure accurate and customer-focused processing of orders, complaints, quotations, credit notes, returns, and related administrative tasks. Monitor and manage requests related to delivery timelines, open orders, and product availability to support timely and complete fulfilment.
• Support the team in providing product application guidance, pricing information, and availability updates, ensuring solutions are identified proactively, including cross-departmental coordination when information is not readily available within the team.
• Collaborate closely with internal departments to resolve complex customer issues and improve end-to-end customer experience. Audit and ensure consistency in service quality, tone, and communication standards across all customer touchpoints, coaching the team to continuously elevate performance.

System Management

• Lead the delivery and coordination of CRM-related training, ensuring the team is equipped with up-to-date manuals, system knowledge, and best practices.
• Oversee the creation, maintenance, and governance of Customer Master Data to ensure data accuracy, completeness, and compliance.
• Review, update, and validate CRM and system manuals, SOPs, and training modules to support consistent team adoption and process alignment.
• Ensure the accurate and timely preparation and publication of operational KPI reports, providing clear insights and highlighting performance gaps, risks, and improvement areas to management.
• Act as the key point of contact for CRM usage within the team, driving data discipline and continuous system improvement.

 Reporting & Data Analysis

• Lead the preparation and analysis of sales performance reports and CRM database insights to support operational and commercial decision-making.
• Conduct deep-dive analyses on team performance, customer trends, and process gaps, translating findings into clear, actionable recommendations for the SCM & CC Manager.
• Develop, maintain, and continuously improve dashboards covering key operational metrics, including CSAT, claim rates, order fulfilment accuracy, and team utilisation.
• Ensure reporting accuracy, consistency, and timeliness, providing management with reliable visibility into performance, risks, and improvement opportunities.
• Lead cross-departmental reviews to resolve systemic bottlenecks in the order management cycle.

Job Requirements

Job Requirements

• Diploma or Bachelor’s degree in Business Administration, Supply Chain Management, Logistics, Operations Management, or a related discipline.
• Minimum 2–3 years of relevant experience in order management, customer service, supply chain, logistics, or sales operations, including at least 1–2 years in a supervisory or team lead role.
• Proven experience supporting B2B and/or B2C operations, preferably within FMCG, industrial, retail, or e-commerce environments.
• Strong hands-on experience with SAP systems (order processing, billing, inventory, and reporting), with the ability to guide and support team usage.
• Demonstrated ability to lead teams with a high level of attention to detail, ensuring accuracy, data integrity, and process compliance.
• Excellent planning, prioritisation, and time management skills, with the capability to balance operational demands and people management responsibilities.
• Customer-centric mindset with strong analytical, problem-solving, and decision-making skills, including handling escalations and complex cases.
• Clear and effective communication skills, both written and verbal, with the confidence to engage internal stakeholders and external customers.
• Ability to work independently while driving collaboration across cross-functional teams.
• Proficiency in English and Bahasa Malaysia (spoken and written); additional languages are an advantage.

Skills