Senior Manager, Customer Service and Logistics (FMCG)

A leading regional hub for a renowned portfolio of consumer food brands is seeking a Senior Manager, Customer Service and Logistics to join their team in Selangor.

What you'll do:

As Senior Manager, Customer Service and Logistics (FMCG), you will play an instrumental role in orchestrating end-to-end supply chain operations that underpin the success of beloved consumer brands across Asia.

• Lead the overall customer service, logistics, and order management functions to support both Malaysia’s domestic business channels as well as export markets across Asia-Pacific and beyond.
• Drive operational efficiency by ensuring timely and accurate processing of orders, effective shipment scheduling, and reliable delivery performance for all customers.
• Oversee inbound, outbound, and drop shipment activities while managing carrier selection and monitoring performance to achieve cost-effective logistics solutions.
• Ensure full compliance with international trade regulations, customs requirements, HS code declarations, and Ministry of Health documentation for all shipments.
• Manage logistics costs by optimising freight spend and preparing detailed financial reports in alignment with company budgets and audit standards.
• Act as the escalation point for key customer issues by driving prompt resolution to maintain high satisfaction levels and foster long-term partnerships.
• Monitor critical service performance metrics including case fill rate (CFR), on-time-in-full (OTIF), order accuracy, and customer satisfaction scores; implement improvement plans where necessary.

What you bring:

To excel as Senior Manager, Customer Service and Logistics (FMCG), you will bring substantial experience managing large-scale supply chain operations within FMCG or similar industries.

• Extensive experience in customer service or logistics management within the fast-moving consumer goods industry or a related sector is essential for success in this role.
• Strong understanding of international trade regulations including customs requirements, HS code declaration processes, MOH documentation protocols, and relevant licensing procedures is required.
• Demonstrated ability to manage logistics costs effectively through budget oversight, financial reporting accuracy, freight spend optimisation strategies, and audit preparation is important.
• Exceptional interpersonal skills are needed to foster positive relationships with customers, internal teams such as Supply Planning or Finance departments, and external logistics providers.
• Experience acting as an escalation point for customer issues with a focus on prompt resolution while maintaining high satisfaction levels is advantageous.
• Ability to monitor key performance indicators such as CFR (case fill rate), OTIF (on-time-in-full), order accuracy rates, or satisfaction scores; experience implementing improvement plans based on these metrics is valuable.
• Strong project management skills are required for participation in new product development initiatives including operational readiness assessments for market launches.
• A detail-oriented approach combined with analytical thinking will help ensure compliance with all relevant standards while identifying opportunities for process improvements.

What sets this company apart:

This organisation stands out as a regional powerhouse within the consumer food industry thanks to its extensive brand portfolio recognised throughout Asia-Pacific. The company places great emphasis on knowledge sharing—encouraging employees at all levels to contribute ideas that drive continuous improvement across every facet of operations. The inclusive culture ensures everyone’s voice matters while generous benefits reflect their commitment to employee wellbeing. If you’re looking for an environment where your contributions truly make a difference—and where personal growth goes hand-in-hand with organisational success—this is the place for you.

What's next:

Ready to take your career to the next level?

Apply now or email me at Ariel.Lai@robertwalters.com.my to discuss this new opportunity!

Please note that only shortlisted candidates will be contacted.

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