Assistant Customer Service Manager

Assistant Customer Service Manager (Automotive) An established automotive group in Klang is seeking an Assistant Customer Service Manager to join their dedicated team. This role offers you the opportunity to make a meaningful impact by supporting and supervising customer service operations for vendors & dealers and trade customers, ensuring efficient order processing and high-quality service delivery.

As an Assistant Customer Service Manager (Automotive), you will play a pivotal role in supporting the day-to-day operations of the customer service function. Your responsibilities will centre around managing order processing workflows for tyre dealers and trade customers while coordinating closely with logistics teams to ensure timely deliveries. You will act as the main point of contact for escalated complaints or service discrepancies among sales representatives.

• Oversee daily customer service activities including accurate order processing, invoicing coordination, delivery scheduling, and after-sales support for tyre dealers and trade customers.
• Ensure all customer orders are captured correctly, processed efficiently, and fulfilled within agreed timelines while maintaining high standards of service quality.
• Act as the primary escalation point for customer complaints, delivery issues, and service discrepancies among sales representatives, providing empathetic resolution and follow-up.
• Cultivate strong relationships across operations, logistics, and sales teams to ensure seamless communication and effective problem-solving.
• Monitor service levels regularly and implement targeted improvements aimed at enhancing overall customer satisfaction.
• Liaise closely with warehouse and logistics teams to guarantee precise picking of products, timely deliveries, and proper handling of tyre items.
• Coordinate stock availability checks and delivery schedules proactively to manage customer expectations with sensitivity.
• Assist in resolving challenges related to shortages, delays, damages, or incorrect deliveries by collaborating with relevant departments.
• Provide training sessions on product knowledge, systems usage, and best practices in customer handling procedures to promote service excellence within the team.
• Maintain thorough documentation of orders, communications with customers, service issues, and support internal audits to ensure compliance with company SOPs.

What you bring:

The ideal candidate for the Assistant Customer Service Manager (Automotive) position brings proven experience from similar roles within the automotive or tangible distribution sectors. Your background includes hands-on involvement in supervising teams where collaboration was key to achieving shared goals.

• Minimum 3–5 years’ experience in customer service roles within the automotive sector will be highly favourable.
• Proven track record in supervisory or team-lead roles where you have demonstrated your ability to nurture teamwork and support colleagues effectively.
• Exceptional customer service skills with a compassionate approach to complaint-handling that ensures every client feels heard and valued.
• Solid understanding of tyre products as well as trade customers’ needs; familiarity with wholesale operations would be advantageous but not essential.
• Excellent communication abilities paired with strong interpersonal skills that enable you to build trust-based relationships across multiple departments.
• Demonstrated coordination skills allowing you to manage complex schedules while balancing competing priorities under pressure.
• Proficiency in MS Office applications along with experience using order management systems for tracking orders accurately.
• A proactive mindset focused on identifying process gaps and recommending improvements that enhance efficiency and reliability.
• Proficiency in managing English and mandarin speaking customer and suppliers from China/Taiwan.

What sets this company apart:

This organisation stands out due to its unwavering commitment to creating an inclusive workplace where every team member’s contribution is recognised. Supportive leadership fosters an environment built on trust where open communication is encouraged at all levels. The company’s dedication extends beyond operational excellence into genuine care for employee wellbeing—making it an employer of choice within the automotive sector.

What's next:

If you are ready to take the next step in your career journey, email me at jeff.leong@robertwalters.com or apply below.
Do note that only shortlisted candidates will be reach out.

Do note that we will only be in touch if your application is shortlisted.

Agensi Pekerjaan Robert Walters Sdn Bhd
Business Registration Number : 729828-T
Licence Number : JTKSM 423C