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Customer Service ManagerSTANLEY Engineered Fastening · Pluak Daeng, Rayong, Thailand
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STANLEY Engineered Fastening

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Customer Service Manager

🗓️ Posted 2026-08-31 Pluak Daeng, Rayong, Thailand Full-time Hybrid Customer Service Call Centre
💰 Salary Not shared 📊 Market THB 45,000–THB 75,000/mo

About the Company

It takes great people to achieve greatness. People with a sense of purpose and integrity. People with a relentless pursuit of excellence. People who care about making things better For Those Who Make The World . Sound like you Join our top-notch team of 56,000+ professionals in 60 countries who are making their mark on some of the world's most beloved brands, including DEWALT, CRAFTSMAN, STANLEY, BLACK+DECKER, IRWIN, LENOX and more.

Responsibilities

  • ● Lead, coach, and develop the customer service team to achieve customer satisfaction goal
  • ● Monitor daily customer service operations to ensure timely and accurate resolution of customer inquiries, orders, and complaints.
  • ● Handle complex or escalated customer concerns in a professional and effective manner.
  • ● Develop service forecasts based on historical trends, business demand, seasonality, and customer activity to support workforce and operational planning, that meaning is total forecast accuracy
  • ● Use SAP and MRP software to monitor customer orders, inventory availability, delivery schedules, and material planning requirements.
  • ● Partner with sales, supply chain, planning, logistics, and operations teams to forecast demand, align service requirements, and support order fulfillment.
  • ● Establish and track key performance indicators such as response time, resolution time, customer satisfaction, service quality, and forecast accuracy.
  • ● Prepare regular reports on team performance, customer issues, service metrics, and forecast outlook for management review.
  • ● Support workforce planning, scheduling, and resource allocation to meet current and future service demand.
  • ● Ensure accurate order processing, system data integrity, and compliance with company policies and service standards.
  • ● Develop and implement customer service policies, procedures, and best practices.

Requirements

  • ● Bachelor's degree in Business Administration, Management, Supply Chain, Communications, or a related field preferred.
  • ● 7+ years of experience in customer service and management role.
  • ● Experiences in Automotive industries is a plus
  • ● Proven experience managing teams and improving customer service performance.
  • ● Experience in forecasting workload, service demand, or staffing requirements is preferred.
  • ● Hands-on experience using SAP software in a customer service, supply chain, or operations environment.
  • ● Strong understanding of customer service principles, order management processes, and performance metrics.
  • ● Good command communication/reporting in English
  • ● You'll experience the pride that comes from empowering makers, doers, protectors, and everyday heroes all over the world. We're more than the 1 tools and storage company and 2 security solutions provider, with a leading presence in engineered fastening. We're visionaries-Industry 4.0 innovators-with a bright future ahead. Join us and be part of our journey
  • ● All qualified applicants to Stanley Black & Decker are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran's status or any other protected characteristic