Head of Customer Service, APAC COE

Job Details

Job Title: Head of Customer Service, APAC CoE

Location: Kuala Lumpur, Malaysia

Work Arrangement: Hybrid

About The Role

The Head of Customer Service, APAC COE is responsible for establishing and driving customer service excellence across the APAC region. This role provides strategic leadership, governance, performance management, and continuous improvement initiatives to ensure a consistent and best-in-class customer experience.

The role partners closely with Commercial, Planning, Procurement, Warehouse & Distribution, Manufacturing, Finance, and Master Data teams to improve service reliability, productivity, and customer satisfaction across all APAC entities.

As a newly established COE function, the role will define customer service standards, performance frameworks, governance processes, and capability-building programs for the region.

Key Responsibilities

Customer Service Excellence

• Define and implement APAC Customer Service strategy and operating model.
• Establish regional customer service standards, SOPs, and governance framework.
• Drive customer-centric culture across APAC businesses.
• Ensure consistent service delivery and process compliance across countries.
  
  

Order Management & Fulfillment

• Provide governance and oversight on customer order processing activities.
• Monitor order fulfillment performance and identify improvement opportunities.
• Drive reduction of order errors, backlog, and service disruptions.
• Coordinate cross-functional issue resolution affecting customer deliveries.
  
  

Customer Engagement

• Develop customer service performance standards and escalation procedures.
• Work closely with Commercial teams to improve customer satisfaction.
• Lead customer complaint management governance and root-cause analysis.
• Identify trends affecting customer experience and develop corrective actions.
  
  

KPI & Performance Management

Own And Monitor Regional Customer Service KPIs Including

• Order Cycle Time
• On-Time Delivery (OTIF)
• Fill Rate (collaboration with demand and supply planners)
• Customer Satisfaction
• Backorder Management
• Customer Complaint Resolution
• Productivity Metrics
• Service Level Agreement Compliance
  
  

Continuous Improvement

• Lead process improvement programs and digitalization initiatives.
• Drive automation opportunities within customer service operations.
• Identify best practices and standardize across countries.
• Support ERP, CRM, and business transformation projects.
  
  

Capability Building

• Establish Customer Service competency framework.
• Conduct regional training and coaching programs.
• Support succession planning and talent development.
• Build customer service communities of practice across APAC.
  
  

Skills

Skills & Competencies

• Customer Service Management
• Order Fulfillment Excellence
• KPI Management
• Process Improvement
• Change Management
• Stakeholder Management
• ERP and CRM knowledge
• Leadership and People Development
• Strong analytical and communication skills
  
  

Job Requirements

Education

• Bachelor's Degree in Supply Chain, Business Administration, Logistics, Engineering, or related discipline.
• Master's degree preferred.
  
  

Experience

• Minimum 10 years of Customer Service and Supply Chain experience.
• Minimum 5 years in leadership or regional management role.
• Experience in Chemicals, Life Sciences, Ingredients, Distribution, Manufacturing, or related industries preferred.
• Experience managing cross-country operations within APAC.
  
  

About Caldic

At Caldic, we’re a global leader in distribution solutions, serving diverse markets across the world. Joining us means becoming part of an entrepreneurial, collaborative, and innovation-driven team.

We Offer

• Global opportunities with rapid career growth and development
• An inclusive, diverse, and dynamic work environment
• The chance to shape the future of specialty ingredient solutions across industries like food, pharma, personal care, and more
  
  

We operate in 43 countries around the world. Our innovative solutions are tailored to meet the needs of industries such as food, pharma, personal care, and industrial markets, ensuring sustainable success for all stakeholders. To learn more, visit: www.caldic.com

Ready to Join Us?

If you're ready to take your career to the next level and join a global leader, apply now at Caldic!

Equal Opportunity Employer

Caldic celebrates diversity and is committed to fostering an inclusive work environment. We do not discriminate on the basis of race, religion, gender, or any other characteristic.

Location:

Shah Alam, MY, 40150

City: Shah Alam

Country/Region: MY