Customer Services Manager

About the role

As the Customer Services Manager at Astrodyne TDI Sdn. Bhd., you will lead the end-to-end customer business and order management functions to ensure high levels of customer satisfaction, operational efficiency, and revenue growth. You will serve as the primary strategic interface and escalation point for key customer accounts, overseeing the full order-to-delivery lifecycle. This position drives continuous improvement, ensures compliance with contractual and quality requirements, and develops the team to deliver professional, customer-centric outcomes that align with production capacity.

Key responsibilities

• Manage end-to-end customer business operations, including fulfillment, backlog health, and delivery coordination
• Act as the primary commercial escalation point for major customers regarding complex order issues, delivery delays, and RMAs
• Establish departmental workflows to ensure compliance with Service Level Agreements (SLAs) and customer contracts
• Oversee ERP data integrity (e.g., SAP/Oracle), ensuring precision in pricing, part numbers, and shipping logic
• Monitor backlogs and shipment schedules proactively to identify risks and drive recovery actions to meet On-Time Delivery targets
• Interface with Production, Planning, and Logistics to align customer demand with factory capacity
• Lead weekly/monthly reviews tracking revenue alignment, KPIs, and performance improvement plans
• Ensure accuracy and timeliness of order confirmations and international shipping communications
• Lead the department during customer audits and coordinate responses for quality inquiries
• Maintain compliance with export/import requirements, Incoterms, and internal quality systems

About you

• Diploma or bachelor's degree in engineering, Business Administration, or a related field
• Minimum of 4-6 years of experience in Project Management / Business Development within the electronics manufacturing services (EMS) or related industry
• In-depth knowledge of production planning, scheduling, and capacity utilization in a High-Mix, Low-Volume (HMLV) or mass manufacturing environment
• Advanced understanding of ERP systems and the material planning process
• Familiarity with international trade compliance and logistics documentation
• Proven ability to coach, mentor, and manage a high-performing team
• Exceptional relationship management skills with the ability to influence cross-functional stakeholders
• Ability to prepare high-level reports on utilization, OTD performance, and revenue forecasting
• Ability to thrive in a fast-paced environment and manage shifting priorities with a calm, professional demeanor
• Strong sense of ownership over both customer satisfaction and internal operational targets

About us

Astrodyne TDI Sdn. Bhd. is an electronics manufacturing services company.