The Customer Service Manager is responsible for leading the customer service team, overseeing order management, demand planning, and service excellence to ensure seamless coordination between customers and internal teams. This role-plays a critical part in enhancing customer satisfaction, optimizing supply chain processes, and driving operational improvements to meet business objectives.

MAIN DUTIES AND RESPONSIBILITIES:

• Team Leadership & Development
• Experience working for Electronic Components Manufacturing supporting B2B Distributors or OEM.
• Lead, mentor, and develop a high-performing customer service team across the ASEAN region.
• Establish clear KPIs and performance metrics to ensure service efficiency and accuracy.
• Conduct training programs to improve customer service skills, ERP system proficiency, and product knowledge.
• Customer Service Operations
• Oversee order management processes, ensuring timely order processing, confirmations, and fulfillment.
• Manage customer inquiries, complaints, and escalations, ensuring prompt resolution.
• Work closely with customers to enhance service levels, drive engagement, and improve satisfaction scores.
• Supply Chain & Logistics Coordination
• Optimize customer-stocking programs (VMI/SMI, Demand Pull) for improved supply chain efficiency.
• Work with third-party logistics (3PL) providers to ensure seamless and on-time deliveries.
• Monitor inventory levels and demand forecasts, working closely with Material Planners and Manufacturing Units.
• Process Improvement & Technology Integration
• Identify opportunities for process automation and digitalization in customer service workflows.
• Work with IT and IS teams to integrate EDI solutions, barcoding, and customer portal enhancements.
• Drive continuous improvement initiatives to reduce errors, enhance efficiency, and improve order accuracy.
• Financial & Strategic Responsibilities
• Lead a monthly and quarterly forecasting call with Directors of sales and Sales Managers to review monthly target.
• Support sales targets by maximizing order fulfillment and monthly billings.
• Coordinate with the Finance Department to resolve account receivable discrepancies and payment issues.
• Provide regular reports and insights on customer trends, order accuracy, and service efficiency to management.