Commercial Service Manager, SEA

Posted 06 Nov 2023

Shah Alam, Selangor - Malaysia

Req Id 268632


Work Your Magic with us!

Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.


Your Role

The Commercial Service Manager for SEA region is responsbile to coach, train and motivate our Commercial Service team to deliver exceptional customer service.


What You Do


People Manager

As the team leader, you are responsible and accountable in supervising, coaching, appraising, and motivating your team to achieve goals & targets. You must clearly communicate your team's priorities,

schedule activities with the team to optimize use of time and resources. You are expected to hold regular meetings to clearly inform your team and internal partners on all the latest development in the Business practices. Furthermore, you will set and monitor clear objectives and KPIs for your team and own your team’s performance.

You will show true leadership and passion in building a strong performing team, shape the staff behaviors, and engage with team to identify personal development opportunities.

You will manage the two commercial service supervisors respectively based in Thailand and Indonesia and a commercial service specialist based in Malaysia.


Contact for customers of Process Solutions

You will ensure that your team brings elevated level of support to external and internal customers. Customers are fully satisfied with the Commercial Service organization and are kept well informed in an initiative-taking manner. You build strong relationships with internal and external customers, focusing on solving problems in your actions and communication. You have a deep understanding of the process and a process improvement mind-set. Ensures customer advocacy for the customer internally and acts as an ambassador for the SEA Commercial Service team and the customer.


Problem Solver

You can consistently use sound judgment, take initiative, and make good decisions to accomplish job duties and maximize customer satisfaction without compromising the company’s integrity. Report unusual or escalated service issues to the appropriate individuals/departments, ensuring thorough, detailed information is provided.

You will validate complex and dynamic information from a diverse range of external and internal sources and develop solutions, ideas, and recommendations for the business.


Operational Support

You are required to engage with internal business partners locally, regionally, and globally to align on the solutions to resolve internal bottlenecks and provide quality service in Key Accounts As a collaborator, you will be expected to provide support to your team when needed. You may be required to efficiently process customer service inquiries and purchase order requests. You are agile and able to handle ambiguity. 

Report unusual or escalated service issues to the appropriate individuals/departments, ensuring thorough, detailed information is provided.


Lead by Example

Consistently represent the company in a positive, professional manner, utilizing proper phone etiquette and grammar in written correspondence to customers. Confident and initiative-taking in offering support to the team. Drive constructive conversations improve the quality of the business performance by identifying and escalating the trends, bottlenecks or any other issue hindering a total customer satisfaction. You involve other managers or stakeholders and ask their input on their views on how to improve the business and team spirit. You demonstrate professionalism and integrity as your daily routine. You ensure continuously search for value-added innovative initiatives to differentiate the organization and which are beneficial to the entire organization. You demonstrate the company's values as daily routine.


Who You Are:

  • Min. 5 years’ experience in the customer service
  • Min. 5 years in supervisory role
  • Passion for motivating and developing people
  • Proven initiative-taker with initiative & motivation
  • Purposeful, Collaborative, Future oriented, demonstrate Business acumen
  • Excellent communication & listening skills.
  • Good reporting and data analysis skills
  • Fluent & Proficient in English

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We celebrate all dimensions of diversity and believe that it drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!
Apply now and become a part of our diverse team!

US Equal Employment Opportunities

The Company is an Equal Employment Opportunity employer. No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, transgender status, marital status, or any other classification protected by applicable federal, state, or local law.  This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and hiring, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment. Any applicant or employee who believes they have been discriminated against by the Company or anyone acting on behalf of the Company must report any concerns to their Human Resources Business Partner, Legal, or Compliance immediately. The Company will not retaliate against any individual because they made a good faith report of discrimination.

We are committed to an equitable hiring process for candidates from a diverse range of backgrounds. As part of this commitment, applicants with disabilities may be entitled to reasonable accommodations. Please contact, if a reasonable accommodation is needed or if you otherwise need assistance to participate in the hiring process.

North America Disclosure

If you are a resident of California, Colorado, New York, or Washington, you are eligible to receive additional information about the compensation and benefits, which we will provide upon request. You may contact 855 444 5678 from 8:00am to 5:30pm ET Monday through Friday, for assistance.

Notice on Fraudulent Job Offers

Unfortunately, we are aware of third parties that pretend to represent our company offering unauthorized employment opportunities. If you think a fraudulent source is offering you a job, please have a look at the following information:

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