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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer service operations management, ensuring compliance with company policies and regional regulations while driving continuous improvement initiatives to enhance customer satisfaction. Proficient in coordinating logistics, managing purchase orders, and leading customer service teams to achieve performance targets.
Highest-signal resume keywords
Customer Service Operations ManagementLogistics CoordinationContinuous Improvement InitiativesTeam Leadership and DevelopmentRegulatory Compliance
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Purchase Order ManagementAccounts Receivable ManagementInvoice CorrectionOrder ExpeditingCustomer Satisfaction Metrics Monitoring
Soft Skills
Coaching and MentoringProblem SolvingCollaborationCommunication
Tools & Technologies
Copeland System
Industry Keywords
Customer Service StandardsOperational PerformanceService Quality TargetsRegional Regulatory Requirements
About the role
Key responsibilities & impact- Enter and confirm purchase orders using Copeland system prices
- Monitor order and shipment status
- Coordinate with customers and forwarders on logistics to ensure timely shipments
- Follow up on accounts receivable and ensure timely payments
- Manage product lead times
- Expedite orders, correct invoices, and manage return goods authorization/direction
- Coordinate special build and drop-off orders
- Maintain office supplies and stationery, send and receive parcels, and print business cards
- Coordinate office maintenance with property management
- Coordinate hotel and car bookings for Copeland employees
- Lead and manage customer service operations in SEA to achieve service, quality, and productivity targets
- Establish and maintain customer service standards and processes
- Drive continuous improvement initiatives to enhance customer satisfaction and operational performance
- Monitor customer satisfaction metrics, complaints, and response times
- Coach, develop, and motivate customer service teams
- Manage escalations and resolve customer issues
- Collaborate with sales, operations, supply chain, and finance teams
- Ensure compliance with company policies, procedures, and regional regulatory requirements
- Perform annual performance reviews for the team
- Support Copeland exhibitions, seminars, and training in local countries
- Act as a backup for team members when necessary
Requirements
What you’ll need- Legal authorization to work in the country of employment; sponsorship will not be provided
- Must work full-time and exclusively for Copeland through Pebl, Copeland’s Employer of Record (EOR) / Professional Employer Organization (PEO) partner in Malaysia
Benefits
Comp & perks- Flexible and competitive benefits plans
- Flexible time off plans
- Paid parental leave (maternal and paternal)
- Vacation leave
- Holiday leave
- Employee resource groups
- Investment in end-to-end employee development from onboarding through senior leadership