Customer Service Manager

About the Role

The Customer Service Manager oversees the full spectrum of Order Management and Customer Service operations—from order intake to delivery and billing. This role ensures the team meets service, compliance, and operational standards, while driving continuous improvement in processes, reporting, and customer satisfaction. Lead and manage a team of Customer Service Executives to ensure alignment with the company’s objectives. Conduct performance reviews, identify gaps, and implement development plans. Identify training needs and execute training programs to enhance team productivity, knowledge, and engagement. Foster a positive, collaborative, and customer‑oriented team culture. Ensure smooth end‑to‑end order management: order intake, fulfillment, shipment, delivery, and billing. Monitor team performance to meet customer expectations on on‑time delivery and internal revenue outlook. Ensure order processing complies with SOP requirements, including credit terms and agreements, and that all orders and shipments meet trade compliance requirements, avoiding red‑flagged entities or countries. Collaborate with the Trade Automation Team to continuously improve compliance processes and cycle time. Ensure shipping documentation meets Letter of Credit requirements. Maintain strong working relationships with internal and external stakeholders to resolve escalations or urgent issues. Lead the CS team to collaborate closely with Sales, Planning, Warehouse, Logistics, Finance, and external customers. Support ad‑hoc supply chain–related projects as needed. Prepare and present weekly and monthly management reports to key stakeholders, covering on‑time delivery, customer complaints, and revenue fulfillment status. Set, monitor, and analyze KPI performance across the Customer Service team. Drive cost‑saving initiatives and KPI standardization projects. Develop, implement, and maintain customer service policies, procedures, and SOPs. Work with the OPEX or CS team to lead continuous process improvement through automation tools to simplify and improve processes. Champion the use of AI and automation tools for the CS team. • Lead and develop a team of Customer Service Executives, including performance reviews and training programs. • Oversee end‑to‑end order management, ensuring compliance with SOPs, credit terms, and trade regulations. • Monitor on‑time delivery and revenue targets while guaranteeing shipping documents meet Letter of Credit requirements. • Collaborate with Sales, Planning, Warehouse, Logistics, Finance, and external customers to resolve escalations. • Prepare weekly and monthly KPI reports and drive cost‑saving and KPI standardization initiatives. • Implement and continuously improve service policies, SOPs, and automation tools, championing AI adoption.

Key Responsibilities

• ▸team leadership
• ▸order management
• ▸kpi reporting
• ▸process automation
• ▸compliance management
• ▸stakeholder collaboration

What You Bring

A degree or diploma in Business Administration, Customer Service, Logistics, Supply Chain Management, or equivalent is required. Minimum five years of order management experience in a fast‑paced manufacturing or distribution environment, with at least two years in a leadership role. Experience with ERP systems such as Baan, Oracle, JD Edwards, or SAP is preferred. Strong problem‑solving skills, meticulous attention to detail, and a customer‑oriented, patient demeanor are essential. Ability to work effectively in a multicultural environment and strong interpersonal skills are required. Proficiency in MS Office, including automation tools, and knowledge of trade compliance and Letter of Credit processes are needed. Six Sigma Green Belt or Black Belt certification is an advantage. Fluent English (spoken and written) is required. Mandarin proficiency is required due to frequent interaction with China, Hong Kong, and SEA regional customers. • Require a degree in Business/Logistics and at least five years of order management experience, including two years of leadership. • Preferred experience with ERP systems (Baan, Oracle, JD Edwards, SAP) and Six Sigma Green/Black Belt certification. • Fluent in English and proficient in Mandarin to support regional customer interactions.

Requirements

• ▸business degree
• ▸order management
• ▸leadership
• ▸erp systems
• ▸six sigma
• ▸bilingual

Benefits

Competitive salary, paid vacation/holidays/sick time, and a comprehensive benefits package. On‑the‑job and cross‑training opportunities within an encouraging and collaborative team environment. Commitment to safety through the Zero Harm policy. • Offer competitive salary, comprehensive benefits, paid time off, training opportunities, and a safety‑first culture.

Work Environment

Office Full-Time