Customer Service Manager

Industry: Electronics

Job Summary:
Responsible for leading and managing the Customer Service Department to ensure efficient after-sales operations, service quality, and customer satisfaction. This role involves setting departmental goals and budgets, managing customer service teams and authorized service centers, handling customer issues, and coordinating with factories and internal departments. The manager monitors key performance indicators (KPIs), analyzes performance trends, and drives continuous improvement initiatives.

Job Responsibility:

Planning & Organization

• Set departmental goals, budgets, and strategies aligned with company objectives.

• Manage customer service operations, ensuring cost control and KPI achievement.

• Develop, implement, and improve customer service policies, standards, and procedures.

Team Management & Service Operations

• Supervise and coach customer service staff and authorized service centers (ASCs).

• Handle customer complaints and urgent issues promptly and professionally.

• Strengthen collaboration with ASCs, distributors, and internal departments.

• Enhance team capabilities and ensure effective coordination between warehouse, spare parts, and service functions.

• Coordinate with factories for product quality control and technical information.

• Conduct training sessions on product installation and troubleshooting.

KPI Control & Performance Improvement

• Monitor and enhance key service performance metrics, including TAT, PSR, MOI, M/Z rank

  parts, NPS, call center efficiency, and service expenses.

• Analyze performance trends, identify root causes, and implement corrective measures.

• Review and evaluate ASC performance regularly to ensure service excellence.

Reporting & Analysis

• Prepare and submit KPI reports, in-warranty cost reports (Kodomae), and monthly CS/ASOM 

  reports.
• Generate SAP reports for inventory management, stock cycle counts, and discrepancy analysis.
• Provide data-driven insights and recommendations to management for continuous improvement.

Qualifications:

• Bachelors degree in Business Administration, Management, or a related field.

• Minimum 5 years experience in customer service or after-sales operations, including at least 2 years in a managerial role.

• Strong knowledge of SAP, Salesforce, service KPIs, and spare parts management.

• Excellent leadership, analytical, and problem-solving skills.

• Proficient in Microsoft Office (Excel, PowerPoint, Word).

• Strong communication skills in both English and Khmer.

• Detail-oriented, responsible, and able to work effectively under pressure.