Customer Service Manager

Purpose of the Job

Reporting to the Head of Supply Chain, the incumbent will support Beverage business and lead a team to ensure exceptional customer service and daily order management while enhancing customer satisfaction and driving operational efficiency. 

Responsibilities

• Supervise and manage the order desk team to ensure smooth daily operations
• Oversee the entire order processing from order entry to fulfilment, ensuring accuracy and timely delivery
• Provide guidance and coaching to the team in delivering exceptional customer service to customers (both external & internal), resolving inquiries and requests independently, and supporting order-related follow-up issues professionally
• Track and analyse team performance to ensure productivity levels meet organizational standards, implementing strategies for improvement
• Take the lead to coordinate with related teams (e.g.: Warehouse, Logistic team and Sales team etc.)  on including but not limited to demand requirement, sophisticated case handling and peak season schedule
• Work closely with the Head of the Supply Chain, Channel Sales Team, Finance Team, and  Warehouse to conduct a periodic review of current workflow, formulate an improvement plan and develop SOP to enhance operation excellence based on the business needs
• Partner with the Supply Chain team to establish regular reports and Dashboards solutions (e.g. order statistics, urgent orders monitoring, daily unattended orders &, etc) for management review
• Partner with the IT team and involve in the ERP initiatives and ongoing system enhancements, especially for the Order To Cash module in the Oracle
• Handle sophisticated cases, ad-hoc tasks or projects assigned by Head of Supply Chain

Requirements

• Degree holder in business administration or related discipline
• Minimum 8 years related experience in order management / service operation field with at least 4 years’ experience in a supervisory role, experience in FMCG is an advantage
• Excellent interpersonal communication, with the ability to build rapport with customers and stakeholders at all levels.
• Good analytical and problem-solving skills, with the ability to make data-driven decisions
• Strong leadership skills, with the ability to drive team performance
• Experience in customer direct handling with in-depth understanding in customer expectation and coordination for case follow up
• Proven track records to adapt quickly to changing priorities and dynamic environment with agility
• Proven track records to manage operational excellence projects and SOP development
• Good command of written and spoken English and Chinese, Mandarin