Senior Manager, Customer Service

An Amazing Career Opportunity for a SENIOR MANAGER, CUSTOMER SERVICE !! 

Location: i-Park, Kulai

Job ID: 41010

Do you LOVE rewards as much as we do? Do you enjoy the planning, implementation, and communication of Total Rewards Programs? 

Does compensation, sales incentives, global position structures, career frameworks, health and wellness benefits, global mobility, immigration, and M&As - get you out of bed in the morning? If so, we want to hear from you! 

Who are we? 

HID powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely.

We are a high-tech software company headquartered in Austin, TX, with over 4,500 worldwide employees. Check us out here: www.hidglobal.com and https://youtu.be/23km5H4K9Eo 

IDT is creating trusted identities for IoT applications through Smart Components and Enabling Services.

HID’s Identification Technologies powers the trusted identities of the world’s people, places and things through smart components and cloud services. We make it possible for people and organizations to transact safely, work productively, and travel freely. Our contactless identification and sensing (RFID, NFC, and BLE) components and solution enabling technologies address the dynamic requirements across multiple industries to wirelessly connect, identify, collect and manage data quickly and accurately across virtually any IoT application.

Are you ready to make a difference? Join us and help shape the future of security. 

As our SENIOR MANAGER, CUSTOMER SERVICE you’ll support HID’s success by: 

Summary:

The Customer Service & Planning Department is responsible for the whole process of global customer orders from the incoming to the delivery (order receipt, checking production, order acknowledgement, planning, workorder creation, shipping & invoice documents). Being based in HID factory Malaysia, customer service acts as the interface between the sales team / customer & other internal functions to ensure smooth and accurate transfer of the information to customers. They act as Inside Sales for certain customers supporting the global Sales organization. Customer service will build an intimate relationship with the internal & external customer to understand and fulfill their needs.

 Duties and Responsibilities include the following:

• Manage day-to-day activities of the Customer Service Department consisting of 3 Key Account Managers.
• Provide sales orders and review forecasts from business units to allow for timely resource/ production planning and material ordering. He/ She will also propose additional equipment investments to VP Operations.
• Create & maintain an accurate order, production and delivery schedule.
• Identify and communicate needs of the department to better fulfill the requirements of the customer and company. Realize improvements where needed.
• Deal directly with strategic customers either by telephone, electronically or face to face.
• Have Customer Service respond promptly to customer inquiries and within specified timeframe.
• Be the escalation to handle and resolve customer complaints in a customer centric manner.
• Obtain and evaluate all relevant information to handle product and service inquiries.
• Define training and train team to achieve best in class customer service results.
• Work with relevant department to provide pricing updates and manage delivery information.
• Manage team to process orders, forms, applications and requests timely and accurately.
• Communicate and coordinate with internal departments to realize OTD & CRSD.
• Work closely with NPE (New Product Engineering) & NPI (New Product Introduction) for new product & process launches to meet customer needs.
• Ensure delivery to customers based on committed schedule
• Define department strategies, objectives and KPI’s to achieve company goals and objectives.
• Measure, report and improve Customer satisfaction, CRSD & OTD and grow customer demand and load the factory.
• Responsible for directing and driving the activities and productivity of Customer Service department towards operational excellence.
• Support in SLOB management via finding alternative businesses.
• Ensure all activities within their area of control are conducted in a manner that complies with environmental control procedures and does not create unnecessary environmental impacts
• Monitor and ensure compliance with environmental operational controls and compliance with applicable legal and other requirements.
• Other tasks as assigned to him/ her in an accurate and professional manner

Qualifications

Education and/or Experience          

• 10 years’ experience in customer service in the electronic industry
• > 5 years management experience
• Knowledge of administrative procedures, ERP, forecasting, planning

Language Skills                   

• Able to read and write in English
• Bahasa and Mandarin are an added advantage
• Ability to read and interpret technical journals, specifications, technical standards, etc.

Computer Skills     

• Proficient in MS Office applications, such as Word, Excel, PowerPoint, Power BI, etc.
• Familiar with operating systems, such as Windows, etc.
• Oracle experience is a strong advantage

Customer Expectations

• Pro-active & result driven
• Good communication skills
• Understand the customer’s needs and demands, and react to the situation

Work Environment

• Employees work primarily in a manufacturing environment, within a well-ventilated area.

Work Requirements

• Compliance with all relevant HID Global policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems.

What we can offer you:

• Competitive salary and rewards package

• Competitive benefits and annual leave offering, allowing for work-life balance

• A vibrant, welcoming & inclusive culture
• Extensive career development opportunities and resources to maximize your potential
• To be a part of a global organization that is pioneering the hardware, software and services that allow people to confidently navigate the physical and digital worlds

Why apply? 

• Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don’t need to check all the boxes. If you have most of the skills and experience, we want you to apply.
• Innovation: You embrace challenges and want to drive change. We are open to ideas, including flexible work arrangements, job sharing or part-time job seekers.
• Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted.

HID is committed to building a diverse, equitable, and inclusive workforce that reflects the global communities we serve. As an equal opportunity employer, we welcome applications from individuals of all backgrounds, experiences, and perspectives. We evaluate applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other legally protected characteristic. Our goal is to create a workplace that empowers everyone to thrive and be their authentic selves, fostering an environment of mutual respect and inclusivity. If you have a disability and require assistance or accommodation to participate in the application process or to perform essential job functions, please contact accommodations-ext@hidglobal.com.