APAC Customer Service Manager

Location: Petaling Jaya, Selangor, Malaysia; on-site role

Company

hirify.global operates Pall Corporation, a global provider of high-tech filtration, separation, and purification solutions for life sciences, diagnostics, biotechnology, and industrial applications.

What you will do

• Lead APAC Customer Service Team Lead Supervisors responsible for Order-to-Cash activities across phone, email, and e-commerce.
• Own service performance, KPI and SLA targets, reporting, continuous improvement, and customer satisfaction.
• Coordinate with sales, operations, supply chain, logistics, engineering, and shipping teams to maintain accurate and timely information flow.
• Serve as the senior escalation contact for complex customer issues and ensure compliant resolution and consistent global policy execution.
• Lead customer service transformation initiatives, including change management, training, workforce allocation, and transition risk management.
• Champion automation and data-driven improvements, including RPA, AI, analytics, and workflow optimization.

Requirements

• Bachelor’s degree or equivalent experience.
• At least 10 years of customer service experience in customer-facing and shared service environments.
• At least 5 years of leadership experience supervising managers or Team Leads, preferably in global or multi-site settings.
• Excellent written and verbal communication skills, strong problem-solving ability, and a customer-focused approach.
• Experience with SAP or similar ERP systems and advanced proficiency in Microsoft Office.
• Ability to collaborate across sales, operations, engineering, supply chain, and shipping functions.

Culture & Benefits

• Work within hirify.global’s continuous improvement system and a culture focused on innovation and measurable impact.
• Collaborate with customers and teams across global markets.
• Comprehensive benefits programs, including health care and paid time off.
• Support an inclusive culture where different perspectives are valued.