Customer Service Manager (SAP S / 4HANA)

Overview

LUXASIA Federal Territory of Kuala Lumpur, Malaysia

The Customer Care Manager plays an important role in managing and developing customer care operations across several markets. Responsible for leading and coaching teams across different geographies, the role ensures excellence in service delivery, efficient order management, and a seamless customer experience.

A key focus of this role is to represent the Customer Care function in the SAP S / 4HANA implementation, using deep process knowledge to guide system design, ensure operational readiness, and support successful adoption. This role will work cross-functionally to enhance service processes and support continuous improvement, while building a high-performing team that can scale with the business.

Customer Care Team Leadership

• Manage, coach, and develop Customer Care teams across multiple markets, fostering a high-performance, service-oriented culture.
• Provide day-to-day leadership and guidance to ensure accurate and timely execution of order management, returns, and customer issue resolution.
• Set team goals aligned with business objectives and service KPIs (e.g., OTIF delivery, order accuracy, response time).
• Conduct regular performance reviews and identify training or development opportunities.
• Serve as the escalation point for complex customer issues, supporting resolution in a professional and timely manner.

SAP S / 4HANA Implementation (Customer Care Workstream Lead)

Operational Excellence & Stakeholder Management

Key Qualifications & Requirements

Do you have what it takes to succeed in a fast-paced and intense environment? Do you thrive on challenges? Do you want to bring innovative ideas to life? Are you keen to abandon the status quo, try new things, embrace failures as lessons, recover fast, yet always pursue excellence?

If so, you are the one we are looking for. JOIN US and let’s grow together.

Championing Diversity, Equity and Inclusion

LUXASIA aspires to build a One Team of talents that reflects the diversity of the communities in our operating markets. LUXASIA is committed to providing equal employment opportunities to all individuals, regardless of their race, colour, religion, gender, sexual orientation, age, disability, nationality or ethnic origin, cultural background, social group, marital status, or any other characteristics as provided by law.

To explore other careers opportunities, visit our careers page. If you have a question for us, please drop us an email here.

We regret to inform you that only shortlisted candidates will be contacted. Thank you.

Recruitment Privacy Notice

By proceeding with your application, you confirm that you have read LUXASIA\'s recruitment privacy notice and consent to the LUXASIA group collecting, processing and disclosing your personal data for purposes specified in the notice.

Please DO NOT contact LUXASIA’s employees or Talent & Excitement (T&E) team in an attempt to present candidates for our roles. LUXASIA has our own panel of appointed agencies that we work with. Any agency who is interested to work with us must obtain prior written approval from LUXASIA’s T&E team before you submit candidates’ resumes, and then only in conjunction with a valid fully executed contract for service and in response to a specific job opening. LUXASIA will not pay a fee to any Agency that does not have such agreement in place. Thank you for your understanding.

Employment Type : Full-time

Seniority level : Mid-Senior level

Job function : Customer Service and Supply Chain

Industries : Retail and Retail Health and Personal Care Products

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