Customer Service Manager

Business Unit: Commercial (Sales & Marketing)

About RMA Group

RMA Group is a multi-sector corporation headquartered in Bangkok, Thailand, with over 9,000 employees and operations across 14 countries. For nearly 40 years, we have built enduring partnerships grounded in our core values of Innovation, Integrity, and Endurance. Through businesses including RMA Automotive, Global Fleet Sales, and our specialised modifications division, we serve as the partner of choice for leading automotive, defence, and equipment brands across Southeast Asia and beyond.

Role Overview

The Customer Service Manager leads the customer-facing commercial support function for RMA SV. This role manages CRM data integrity, inside sales coordination, customer communication, documentation control and delivery coordination, ensuring a smooth and professional customer journey from lead/opportunity → RFQ → quotation → order → delivery. By providing strong administrative and operational support to global sales managers, this role enables the sales team to respond faster, improves customer experience, and strengthens overall commercial execution.

Key Responsibilities

• Lead the Customer Service Team, overseeing inside sales, sales admin, CRM (Salesforce) accuracy, documentation control, and customer communication workflows.
• Manage CRM (Salesforce) systems and pipeline visibility, ensuring opportunities are updated, assigned, tracked, and reported in alignment with commercial processes.
• Coordinate leads/opportunities intake and routing, ensuring proper documentation, version control, and timely handover to technical teams.
• Prepare and manage commercial documents, including quotations, proforma invoices, delivery documents, and customer-facing communication templates.
• Serve as the main point of contact for administrative and commercial queries from customers, distributors, and internal stakeholders.
• Coordinate delivery and commissioning activities, working with internal stakeholders to keep customers informed throughout the delivery cycle.
• Support Global Sales Managers with meeting coordination, follow-ups, documentation, tender package assembly, and basic customer queries.
• Improve customer service processes, ensuring responsiveness, data quality, and efficient workflow across CRM (Salesforce), sales admin and document management.

Essential Experience & Skills:

• Fluent in English, both speaking and writing (must have)
• 10+ years' experience in customer service, inside sales or commercial support within automotive, industrial, engineering, or special vehicle environments.
• Strong customer communication and coordination skills, with proven experience interacting with global customers and internal cross-functional teams.
• Proficiency in CRM systems (Salesforce preferred) and strong skills in administration, documentation control, and process management.
• Detail-oriented, organized and adaptable, with problem-solving mindset and the ability to manage multiple tasks and deadlines.

Our Commitment

RMA Group is an equal opportunity employer with a diverse global team representing varied cultures, backgrounds, and perspectives. We are committed to fostering an inclusive environment and welcome applicants who embody our values of Innovation, Integrity, and Endurance.