Customer Service Manager Consumer Goods
3 weeks ago
Our client, a global organization, is currently seeking a Customer Service Manager. The role is based in Bangkok and reports to the Commercial Operations Director.
Bridging the customers and various functions in the organization, you will manage and oversee customer orders, logistics, credit controls pricing, and promotion through working cross-functionally with finance, the entire BU Head, sales and logistics Department to ensure the entire customer matters are handled in a timely manner. This is a managerial role, with 2 direct reports under this position.
Our client is looking for a person, preferably experienced in dealing with products time and temperature. An added value is if you have experience with the SAP system to support daily activities and generate monthly reports.
You will be responsible for:
- Develop and manage our client’s customer service department to ensure all external and internal customer queries are handled and delivered in a timely manner
- Receive queries, feedback, and complaints from external customers and work closely with related departments to ensure all complaints, feedback, and queries are resolved
- Use data generated from the CRM to propose campaigns, promotions, or other programs to optimize customer engagement
- Work closely with other functions to develop and advice business strategies and implementation depending on business directions
- Manage and build the Customer service department team: coach, motivating and develop KPI system.
- A Bachelor’s degree holder in any related science (preferably business) with 5+ years of experience in customer service in a well-known organization.
- Has experience with managing orders from various channels: direct, e-commerce, distributors, etc.
- Solid experience in customer management to maintain and increase the number of customers
- Having knowledge of CRM systems such as Power BI, SAP, and Salesforce
- Thailand nationality
- Fluent in English
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