Keywords: Customer Service Management, Order to Cash, Supply Chain Management, Order Management, Team Leadership
Our client is seeking a passionate and dedicated Customer Service Manager to elevate their customer service to match the level of their esteemed brand. This role is based in the vibrant city of Bangkok, Thailand. The successful candidate will be instrumental in driving end-to-end efficiency improvements through digitalisation and upskilling team members, preparing them for future transformations. This is an exciting opportunity to lead a high-performance team, collaborate with various stakeholders, and make a significant impact on customer satisfaction.
- Lead a high-performance Customer Service Team
- Drive efficiency improvement through digitalisation
- Enhance customer experience and satisfaction
What you'll do:
As a Customer Service Manager, you will play a pivotal role in enhancing the overall customer experience. Your primary responsibility will be delivering exceptional customer service that aligns with our brand's reputation. You will lead a high-performance team, ensuring they are equipped with the necessary skills to achieve desired results. Your role will involve collaborating with various stakeholders including Sales, Finance, IT, Planners, Quality and Logistics 3PL teams. You will also manage daily operation activities, ensuring high customer satisfaction while adhering to company policies. A key part of your role will be developing and maintaining Standard Operation Procedures (SOP), ensuring efficient and effective processes are in place. You will also be responsible for maintaining accurate customer master data in ERP systems.
- Deliver excellent customer service and create value to enhance customer experience.
- Build a high-performance Customer Service Team to achieve desired results.
- Collaborate effectively with various stakeholders to deliver superior customer service.
- Manage daily operation activities of the Customer Service team and 3PL Transportation team.
- Develop and maintain Standard Operation Procedures (SOP) for efficient and effective processes.
- Provide proactive coaching to the Customer Service team on resolving customer feedback and concerns.
- Establish and improve Order to Cash to Delivery Process.
- Maintain customer master data accuracy in ERP.
- Organise and optimise customer service team capacity, manpower & tasks allocation.
- Represent in Supply Review Management (SMR) to share service performance situation.
What you bring:
The ideal candidate for this Customer Service Manager position brings a wealth of knowledge and experience in managing customer service operations or order management. You should have a minimum of 5 years' experience in these areas, with at least 3 years spent leading teams or contractors. A bachelor's degree in Business Administration, Logistics / Supply Chain or a related field is required. Proficiency in customer service and order management technology, specifically Navision and SAP, is essential. Your strong problem-solving skills and ability to make quality decisions will be crucial in this role. High emotional intelligence and critical thinking skills are also a must.
- Bachelor’s degree in Business Administration, Logistics / Supply Chain or related field.
- Minimum 5 years’ experience in Customer Service operation or Order management.
- Minimum 3 years’ experience leading CS / OM team or contractors.
- Proficiency in customer service and order management technology, system (Navision and SAP).
- Proven success from work experience of leading a team, project management.
- Experience in multinational consumer goods company (FMCG) environment is a plus.
- Strong problem-solving skill and ability to make quality decisions.
- High emotional intelligence and Critical thinking skill is a must.
What sets this company apart:
Our client is a globally recognised brand known for its commitment to quality and excellence. They offer an inclusive and supportive work environment where every team member is valued and encouraged to reach their full potential. They believe in continuous learning and provide ample opportunities for professional growth. Their focus on digitalisation and efficiency improvement makes them a forward-thinking organisation that's always ready for future transformations.
What's next:
Ready to take your career to the next level? Apply now!
Apply today by clicking on the link! Don't miss out on this exciting opportunity to elevate your career.
Due to the high volume of applications, our team will only be in touch if your application is shortlisted.
Robert Walters Recruitment (Thailand) Limited
Recruitment License No.: น. 1188 / 2551
