Full Time Head of Operations Jobs, Salary up to MYR 7,500 in ESW Engineering 40400 - Maukerja

• Bachelor's Degree or Diploma in Business Administration, Operations Management, Supply Chain Management, Logistics or a related field.

• Minimum 3 years of relevant working experience, with at least 3 years in a managerial or leadership position.

• Proven experience managing customer service, order processing, warehouse coordination and daily business operations.

• Experience in B2B trading, industrial distribution, engineering supplies, PPE or safety equipment industries is an added advantage.

• Strong leadership skills with the ability to manage, motivate, coach and develop a high-performing team.

• Proactive, independent and results-driven, with strong decision-making and problem-solving capabilities.

• Ability to identify operational issues, take ownership and implement solutions without constant supervision.

• Strong knowledge of customer service management, order fulfilment, inventory coordination and operational workflows.

• Experience in ERP, CRM systems, Microsoft Excel, KPI monitoring and performance reporting.

• Excellent organizational, analytical, communication and interpersonal skills.

• Ability to manage multiple priorities, meet deadlines and perform effectively under pressure.

• Good command of English and Bahasa Malaysia, both written and spoken. Mandarin is an added advantage.

• Strong sense of responsibility, accountability, integrity and commitment to continuous improvement.

Customer Service & Operations Management

• Oversee daily customer service and operational activities to ensure efficiency, accuracy and timely execution.

• Manage the complete workflow from customer enquiries, quotations and purchase orders to order fulfilment and delivery.

• Ensure customer enquiries and requests are handled professionally within established service standards.

• Coordinate with Sales, Procurement, Warehouse, Logistics and Finance to ensure smooth business operations.

• Monitor outstanding quotations, pending orders, backorders, delivery schedules and customer complaints.

Leadership & Team Performance

• Lead, supervise, coach and develop the Customer Service and Operations teams.

• Establish clear responsibilities, performance expectations and individual KPIs.

• Monitor team productivity, task completion, work quality and employee accountability.

• Conduct regular team meetings, performance reviews and improvement discussions.

• Develop employees' problem-solving capabilities and encourage independent decision-making.

• Address underperformance and implement effective corrective action plans.

Operational Efficiency & Process Improvement

• Identify operational bottlenecks, recurring issues and inefficient workflows.

• Develop, implement and improve Standard Operating Procedures (SOPs).

• Introduce practical solutions to improve productivity, reduce errors and shorten processing times.

• Ensure effective coordination between headquarters, branches and relevant departments.

• Drive continuous improvement initiatives and support business growth.

Customer Satisfaction & Issue Resolution

• Handle escalated customer complaints and complex operational issues.

• Investigate root causes and implement corrective and preventive actions.

• Ensure customers receive accurate and timely updates regarding their orders and deliveries.

• Maintain high customer satisfaction through consistent service quality and responsiveness.

ERP, CRM & Performance Monitoring

• Ensure accurate and timely updates of customer enquiries, quotations, sales orders and operational records in ERP and CRM systems.

• Monitor departmental KPIs, customer response times, order accuracy and delivery performance.

• Prepare weekly and monthly operational performance reports for management.

• Analyze operational data, identify performance gaps and recommend improvement strategies.

• Support digital transformation, workflow automation and system enhancements.

Management & Accountability

• Take full ownership of departmental performance and operational results.

• Make timely operational decisions within approved authority limits.

• Anticipate potential problems and implement preventive measures.

• Provide regular updates, performance analysis and recommendations to the General Manager.

• Ensure departmental objectives align with the company's business goals and customer service standards.

• EPF
• SOCSO
• Annual Leave
• Medical Leave
• Health Insurance
• EIS
• Training Provided
• Medical and Hospitalisation Leave
• Annual Bonus
• Medical Insurance
• Allowance Provided
• Performance Bonus
• Company Trip
• 5 Working Days
• Staff Discount