Customer Service Supervisor

Location: Penang, Malaysia

Company

hirify.global operates a sales and customer service organization supporting customers, distributors, and regional sales teams.

What you will do

• Lead, coach, and motivate Customer Service Representatives to achieve service, quality, productivity, and customer satisfaction KPIs.
• Manage daily customer service operations, monitor performance, conduct reviews, and implement improvement plans.
• Support Regional Sales Managers and sales teams with customer requests, quotations, pricing, orders, accounts, and forecasts.
• Manage the full sales order lifecycle, including expedites, escalations, delivery schedules, order acknowledgements, and customer issues.
• Coordinate with planning, logistics, finance, quality, product marketing, and IT teams on shipments, returns, credit holds, product issues, and order-management systems.
• Handle customer, distributor, and third-party interactions while maintaining compliance with company policies and operational procedures.

Requirements

• Minimum 5 years of experience leading a customer service team.
• Fluent English and Mandarin, spoken and written, required to support Mandarin-speaking customers.
• Strong coaching, people development, team leadership, communication, analytical, problem-solving, and decision-making skills.
• Ability to work independently, manage multiple tasks, meet deadlines, and perform effectively in a fast-paced environment.
• Proficiency in Microsoft Office, including Excel, Word, and Outlook.
• Degree in Business Administration or an equivalent qualification is preferred.

Nice to have

• Familiarity with Oracle for order entry.
• Experience with CRM and related systems such as Salesforce and Business Objects.
• Understanding of multinational customer expectations and operational complexity.

Culture & Benefits

• Fast-paced environment focused on customer satisfaction, operational performance, and continuous improvement.
• Collaborative work with sales, planning, logistics, finance, quality, product marketing, and IT teams.
• Opportunities to coach team members and support their career development.