Group Customer Service Manager (Hybrid)

Your Job

Group Customer Service Manager

Molex is seeking a Group Customer Service Manager to lead the Customer Service team in Taiwan. This role drives service strategy, operational excellence, process improvement and customer experience while partnering with Sales, GS&OP, Supply Chain, Logistics, Finance, CQA, factories and regional Customer Service leaders.

This role will be in Taiwan and responsible the team inside and outside Taiwan (Hong Kong, Shenzhen)

Our Team

Our team: Customer Service, working closely with Sales, GS&OP, Supply Chain, Logistics, Finance, CQA, factories and other regional Customer Service teams.

Key stakeholders: customers, sales managers, demand and supply planners, SCOE/GCE teams, logistics partners and factory teams.

What You Will Do (Job Description)

• Lead, coach and develop the Customer Service team while ensuring compliance with PBM guiding principles, Molex policies and local requirements.
• Manage resources, workload distribution, succession planning, headcount and cost within the responsible cost center.
• Drive order management improvements across billing/ forecast, Customer Request Date, Molex Promised Date, delivery performance, CSAT and customer scorecards.
• Partner with Supply Chain, planners, logistics, factories and Sales to resolve fulfillment, capacity, inventory and customer demand fluctuation issues.
• Promote digital adoption and automation, including EDI, Salesforce, MyMolex and other service platforms.
• Coordinate customer meetings and QBRs, support VMI/hub arrangements, manage forecast/replenishment risks and contribute to S&OP alignment.

Who You Are (Basic Qualifications)

• Diploma or bachelor’s degree.
• 10+ years of experience in the management role of Customer Service, Sales, Global S&OP or Material Planning, including people-management responsibility.
• Strong written and spoken English; Mandarin capability depending on location requirements.
• Working knowledge of Microsoft Office, Teams and SAP, SalesForce, Celonis or similar enterprise systems.

What Will Put You Ahead

• Electronics industry experience in a customer-facing operational environment.
• Strong process-improvement, service-metrics, order-fulfillment, VMI/hub and supply-demand planning experience.
• Experience using AI tools, automation or digital platforms to improve service efficiency and customer experience.