Customer Service Manager

About the Company

Responsibilities

• ● Lead Regional Operations : Oversee the APAC operational team, ensuring smooth and efficient order and logistics management.
• ● Drive Customer Excellence : Ensure customer service standards consistently meet company requirements while building strong relationships with customers and stakeholders.
• ● Ensure Compliance : Maintain operational compliance with company policies, controls, and procedures across the region.
• ● Foster Cross-Functional Collaboration : Coordinate and communicate effectively with different departments to ensure seamless business operations and timely resolution of issues.
• ● Develop Strategies : Establish policies, plans, and operational strategies aligned with sales and territory requirements.
• ● Build a Positive Culture : Promote company values and foster a positive, collaborative workplace that motivates the team and drives performance.
• ● Manage Collections : Prepare and analyse regional outstanding payments and work closely with relevant stakeholders to drive timely payment collection.
• ● Improve Processes : Identify operational gaps and team challenges, develop SOPs, and implement process improvements to enhance efficiency and support business objectives.
• ● Coach & Develop : Provide training, guidance, and ongoing support to team members and key stakeholders to strengthen capabilities and performance.
• ● Support Talent Acquisition : Partner with HR on recruitment activities, including candidate sourcing, interviews, and selection.
• ● Drive Continuous Improvement : Proactively identify opportunities to enhance policies, processes, and service delivery across the region.

Requirements

• ● Bachelor's degree in business administration, logistics management, or a related discipline.
• ● 5-8 years of relevant experience in customer service, operations, logistics, or a related field.
• ● At least 3 years of experience in team management or people leadership.
• ● Strong knowledge and understanding of international trade and logistics processes (Import/Export).
• ● Strong coaching and team-building skills, with the ability to develop team members and foster a stable, collaborative, and high-performing team.
• ● Strong business acumen and risk awareness, with the ability to assess business situations and make sound decisions.
• ● Highly resilient and adaptable, with the ability to manage pressure and respond quickly and effectively to urgent issues.
• ● Strong resource management and prioritisation skills, with the ability to allocate resources effectively to maximize team productivity and business outcomes.