Senior Customer Service Manager - Vietnam (Mandarin Speaking)
Key Responsibilities
- Lead and manage the Customer Service team in Vietnam, ensuring high standards of service delivery and operational execution.
- Oversee the end-to-end customer service process, including order management, order fulfilment, delivery coordination, customer enquiries, complaints and issue resolution.
- Act as a key escalation point for customer-related operational issues and ensure timely resolution.
- Work closely with Sales, Supply Chain, Demand Planning, Logistics, Warehouse, Finance and other internal stakeholders to ensure smooth order fulfilment and customer experience.
- Build and continuously improve customer service processes, SOPs, KPIs and service standards.
- Monitor customer service performance and identify opportunities to improve efficiency, response time, service quality and customer satisfaction.
- Lead, coach and develop the customer service team, including performance management, capability development and succession planning.
- Support regional initiatives and collaborate with overseas stakeholders on customer service and operational matters.
- Communicate effectively with Mandarin-speaking stakeholders and customers when required.
- Provide regular reporting and analysis on customer service performance, operational issues and improvement initiatives.
- Drive continuous improvement and digitalisation/automation initiatives within customer service operations.
Requirements
- Bachelor's degree in Business, Supply Chain, Logistics or a related discipline.
- Solid experience in Customer Service, Customer Operations, Order Management or a related function, ideally within a multinational environment.
- Proven experience managing and developing a customer service team.
- Strong understanding of order-to-delivery / order-to-cash processes, customer issue resolution and cross-functional coordination.
- Experience working closely with supply chain, logistics, sales and commercial teams.
- Strong stakeholder management and communication skills.
- Process-driven with experience improving customer service workflows, SOPs and KPIs.
- Comfortable working with ERP/CRM systems such as SAP or equivalent platforms.
- Fluent Mandarin and English are required due to frequent communication with Mandarin-speaking stakeholders.
- Vietnamese language capability and experience working in the Vietnam market would be highly advantageous.
- Strong leadership, problem-solving and hands-on execution capabilities.
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