Customer Service Manager

Isofield is seeking a Customer Relationship Manager (CRM) to serve as the primary point of contact for our distribution and channel partners. Based at our Malaysian Headquarters, the CRM will play a central role in maintaining and strengthening Isofield's distributor network, ensuring that all partner interactions, from purchase order acknowledgment to technical support — are handled with accuracy, responsiveness, and professionalism.

This role is pivotal in bridging communication between our internal departments (Sales, Logistics, Technical, Finance, and Operations) and our channel ecosystem, ensuring that every partner experience reflects Isofield's values of attention to detail, sense of urgency, and relentless follow-up.

Key Responsibilities
Partner Relationship Management

• Act as the first point of contact for all distributor and channel partner communications.

• Manage inquiries related to:

• Purchase Order acknowledgments (POA)

• Lead-times and shipment schedules
• Technical and product-related questions
• After-sales support, claims, and complaints resolution
• Maintain consistent communication with partners to ensure updates are shared promptly and accurately.
• Liaise with internal stakeholders to resolve partner issues efficiently, escalating where appropriate.

Distributor Portal Oversight

• Own and manage Isofield's Distributor Portal, ensuring all partner data (contacts, profiles, price lists, opportunities, samples and forecasts) are up to date and accurate.
• Conduct periodic audits to ensure alignment between system data and partner-submitted information.
• Facilitate onboarding and training for new distributors on how to use the portal efficiently.

Commercial Coordination

• Support the commercial team in executing partner programs, incentive schemes, and co-marketing initiatives.
• Coordinate with Supply Chain and Operations to monitor lead-time adherence and order fulfilment.
• Track partner performance metrics and generate regular reports on order patterns, response times, and open issues.

Customer Experience & Continuous Improvement

• Proactively identify opportunities to enhance distributor engagement and satisfaction.
• Collect and analyze partner feedback to recommend process and system improvements.
• Partner with internal departments to streamline order and support workflows across the business.
• Maintain meticulous records of partner communications, ensuring transparent reporting for management.

Skills and Qualifications
Essential:

• Bachelor's Degree in Business Administration, Supply Chain, or a related discipline.
• Minimum 3–5 years of experience in channel or customer relationship management (preferably in manufacturing, medical, or technology sectors).
• Strong knowledge of B2B order and distribution cycles.
• Familiarity with CRM systems (e.g., Microsoft Dynamics 365) and digital portals.
• Exceptional organizational skills and high attention to detail.
• Strong communication (written and verbal) in English; proficiency in Bahasa Malaysia and/or Mandarin is advantageous, but not a pre-requisite.

Preferred:

• Experience managing distributor or reseller networks across multiple regions (Asia and EU preferred).
• Background working in coordination with ERP, logistics, or technical service teams.
• Proven ability to multitask in high-pressure environments.

Core Attributes Isofield Values

• Attention to Detail: Every document, portal entry, and email must reflect precision and accuracy.
• Sense of Urgency: Rapid, proactive response to partner needs and internal follow-ups.
• Relentless Follow-Up: Ensuring no partner query or issue is left unresolved.
• Integrity and Professionalism: Acting as a brand ambassador for Isofield at all times.
• Collaboration: Bridging departments seamlessly to drive partner satisfaction and operational excellence.

Why Join Isofield

• Join a fast-growing, innovation-driven organization that partners globally in contamination control, medical supplies, and advanced material sciences.
• Work within a cross-functional, high-performance team at our Malaysia HQ.
• Drive tangible impact by shaping Isofield's global distributor experience and digital engagement strategy.

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