Customer Service Manager

• Supervise five customer service team members in Thailand under the Supply Chain Organization.
• Oversee the accuracy of about 5,000 - 10,000 delivering Customer Service Excellent, as well as value creation to enhance customers experience, raise the Service quality at the level of our brand and delighted customers satisfaction.order transactions every four weeks across multiple Order Management Systems.
• Ensure freight expenses align with the budget and compliance regulations.
• Drive process changes in personnel and tools within Thailand's Customer Service Operations to optimize efficiency and support business transformation.
• Manage the customer service team's capacity to ensure precise order management and prepare for order-to-cash and delivery demands.
• Act as the customer advocate, handling complaint resolutions, and driving timely corrective and preventive actions.
• Lead the Sales & Operations Execution (S&OE) agenda periodically, ensuring effective collaboration with key stakeholders such as Sales Managers, Logistics, Planners, and third-party logistics providers.
• Develop systematic guidelines for short-term solutions and address daily operational issues for the customer service team and agents.
• Work with key stakeholders to implement preventive actions and long-term solutions.
• Monitor and report service levels on a weekly and periodic basis, providing gap analysis reports to the regional office on time.
• Maintain and update documentation for standard operating strategy alignment.

Qualification

• Bachelors degree in Business Administration, Logistics / Supply Chain or related field
• Minimum 7 years experience in Customer Service operation or Order management
• Proficiency in customer service and order management technology, system (Navision and SAP)
• Must have proven success from work experience of leading a team, project management and ability to impart technical expertise to customer advantage
• Experience in multinational consumer goods company (FMCG) environment is a plus
• Has direct experience in managing customers enquires and expectation.
• Advance MS Office (Excel, Powerpoint, Outlook, Team), able to use PowerBI, Knime, and other Business applications
• Strong in communication skills (Empathy, Proactive, Effective, Comprehensive)
• High emotional intelligence and Critical thinking skill is a must
• Strong problem solving skill and ability to make quality decisions. Approaches problems as opportunities for improvement