Senior Customer Service Manager, Mainland South East Asia (MSEA) (Chinese speaking)

ABOUT YOUR ROLE (Mô tả chung về công việc):

This position will manage the Customer Service Team by providing clear goals, strategies and initiatives and driving the necessary change to ensure achievement of divisional financial and non-financial metrics.

KEY RESPONSIBILITIES WILL INCLUDE: (Các trách nhiệm đảm đương):

• Oversee and ensure smooth operations across CS teams
• Translate business strategy into actionable service plans and performance targets
• Drive continuous improvement in order management, fulfillment accuracy, and customer communication
• Partner with Sales, Planning, Logistics, Quality, and Operations to ensure seamless order-to-delivery execution.
• Drive initiatives that improve customer journey touchpoints from order entry to invoicing
• Ensure consistent application of policies, procedures, and service standards across CS teams.
• Manage service capacity and resources to meet fluctuating demand and seasonal peaks
• Lead regular service review meetings with key commercial or production counterparts to address pain points.
• Represent Customer Service in customer business reviews ensuring voice of customer (VOC) is heard internally
• Leverage data and VOC insights to anticipate customer needs and improve service models.
• Benchmark performance across teams and regions to share best practices
• Build a talent pipeline and succession plan for key CS roles

Department: Customer Service & Support
Function: Analyst
Experience Level: Mid-Senior Level