SCM and Customer Care Manager

This position is part of the  Management Team and is responsible for overseeing Logistics, Warehouse, and Customer Service operations across Malaysia and Singapore. The role ensures smooth, efficient, compliant, and customer-centric supply chain operations for both markets.

The position covers day-to-day operational management, cross-border coordination, strategic projects, and continuous process improvement initiatives to support business growth and service excellence in both countries.

Key Responsibilities:-

Supply Chain & Inventory Management

• Overseeing the inventory management process, defining local strategies for appropriate inventory levels, and planning future capacity requirements and cross-functional alignment.
• Work closely with Sales, Marketing, and Regional Teams to gather business intelligence and translate it into rolling demand and supply plans for Malaysia and Singapore.
• Develop and manage demand forecasts using historical sales data, statistical forecasting techniques, and market insights.

Logistics & Warehouse Operations

• Strategically plan, manage, and evaluate 3PL service providers supporting Malaysia and Singapore operations, ensuring service quality, cost efficiency, and contractual compliance.
• Oversee warehouse operations and compliance, including inventory accuracy, cycle counting, product handling, storage, and value-added services.
• Develop and maintain efficient domestic and cross-border freight solutions, including Malaysia–Singapore flows, ensuring on-time and cost-effective delivery.
• Ensure strict compliance with local laws, customs regulations, and import/export requirements applicable to Malaysia and Singapore.
• Lead warehouse consolidation, logistics transformation, and continuous improvement initiatives.
• Develop business continuity and contingency plans to minimize operational disruptions.
• Monitor transportation and warehouse KPIs and drive operational excellence through regular performance review

Governance, KPIs & Performance Management

• Develop, implement, and enforce operational policies, internal controls, KPIs, monitoring tools, and reporting systems across both markets.
• Ensure consistent adherence to established procedures and standards in Malaysia and Singapore operations.
• Drive performance to meet or exceed targets related to on-time delivery, shipping accuracy, inventory accuracy, and overall operational efficiency.
• Own the operational dashboard and conduct monthly KPI reviews with key stakeholders.
• Lead root cause analysis and corrective action plans for KPI deviations.
• Ensure compliance with regional and global SCM governance standards.

Customer Service & Customer Care Experience

• Develop the organization as the central customer contact point for Malaysia and Singapore, ensuring a consistent and customer-centric service model.
• Establish the organization as the single point of contact for customers, delivering consistent, reliable, and professional support across all touchpoints.
• Lead and manage all customer service operations, including order management, delivery coordination, service inquiries, complaint handling, returns, and credit-related coordination.
• Be accountable for the management and execution of all customer care operations, driving service excellence, customer satisfaction, and long-term customer relationships.
• Own and continuously develop the customer service strategy for Malaysia and Singapore, ensuring alignment with Kärcher global customer experience standards and regional objectives.
• Drive Customer Care transformation through process standardization and digitalization initiatives.
• Monitor Customer Satisfaction (CSAT), response time, and complaint resolution KPIs, and implement continuous improvement plans.
• Collaborate with Sales and Commercial teams to enhance customer experience and order fulfillment performance.

Leadership & People Development

• Lead, coach, and develop the Malaysia and Singapore SCM & Customer Care teams.
• Build team capabilities through succession planning, training, and performance management.
• Foster a culture of collaboration, accountability, and continuous improvement.

Key Skills

• Strategic thinking & problem solving.
• Leadership & people management cross-functional.
• Communication & stakeholder management.
• Analytical & data-driven decision making.
• Negotiation & vendor management.
• Customer-centric mindset change management & continuous improvement mindset.

Qualifications & Experience

• Bachelor’s degree in Supply chain Management, Logistics or related field.
• Minimum 7-10 years of experience in SCM / Logistics / Customer Service with at least 3-5 years in a management role.
• Experience in managing cross border operations, preferably Malaysia & Singapore.
• Strong knowledge of Supply chain, Logistics, warehousing, customer service and customer care best practices.