Customer Service Manager

* JOB SUMMARY:

The Customer Service Representative (CSR) acts as the first point of contact between the company and its customers, ensuring excellent customer satisfaction by addressing inquiries, resolving complaints, and facilitating seamless communication between internal teams and external clients

* MAIN RESPONSIBILITIES:

1. General task

Building Service Strategies

• Plan, implement, and oversee customer care strategies aligned with the company’s goals.

• Develop processes and policies for customer care to optimize efficiency.

Team Management

• Recruit, train, and develop staff within the customer care department.

• Assign tasks, monitor performance, and provide feedback to enhance team productivity.

• Responsible in growing team to develop align with organizational needs.

Customer Relationship Management

• Strong customer mindset.

• Maintain good relationships with customers, handle complaints, and address special requests.

• Monitor and analyze customer feedback to improve services.

• Develop long-term customer care plans to enhance satisfaction and loyalty.

Operations Supervision

• Track performance metrics (KPIs) such as response time, OTD, and customer satisfaction score, Overdue Customer Debt Ratio ,On-Time Payment Rate to Suppliers ,Slow-Moving and Deadstock Ratio.

• Ensure processes are executed accurately and efficiently.

Collaboration with Other Departments

• Work closely with sales, production, logistics, and other departments to ensure customer requirements are met quickly and precisely.

• Propose improvements based on customer feedback and data analysis.

Reporting and Analysis

• Prepare regular reports on customer care performance, emerging issues, and improvement plans.

• Analyze data to identify optimal service solutions.

2. A portion of the work will involve detailed management of specific customers as bellow :

• Respond promptly to customer inquiries via email, phone, or in-person.

• Provide accurate information about products, services, and order statuses.

• Assist customers in troubleshooting and resolving issues effectively.

• Coperate and work with BD department to support on sample development process.

• And update customer/ suppliers database on system.

• Process and manage orders, ensuring accuracy and timely fulfillment.

• Coordinate with production, logistics, and sales teams to meet delivery deadlines.

• Monitor backorders and proactively communicate with customers about delays or updates.

• Receive and handle “Sale order and Forecast “ from customer.

• Make end debt closing with customers and supplier at the end of month

• Make payment request for customers and suppliers.

• Follow up strictly the overdue invoices by monthly from customers

• Resolving customer complaints, provide appropriate solutions and alternatives

• Conduct surveys regarding to products, services and customer opinion.

• Perform others related duties as assigned.

* MINIMUM EXPERIENCE AND EDUCATION REQUIREMENTS

EDUCATION:

• Bachelor’s degree in Business Administration, Marketing, Economics, or related fields.

EXPERIENCE:

• Minimum of 3-5 years in a similar position, preferably in service, manufacturing, or logistics industries.

• Proven experience in team management and handling complex customer issues.

LANGUAGES:

• IELTS :7.0 or equivalent

SKILLS AND COMPETENCES:

Excellent communication and problem-solving skills.

• Proficient in Microsoft Office tools and ERP software.

• Strong leadership and team-building skills.

• Analytical mindset and strategic thinking.

• Customer-focused and improvement-oriented.

• Ability to handle work pressure and make quick decisions.

• High sense of collaboration and responsibility.

* Working days: Monday to Saturday. Remote work is required on all Saturdays.

ADDITIONAL INFORMATION

Our Core Values are Simplicity, Empowerment and Respect. Our ways of working are characterized by Customer First, Cooperation and Communication. At Nefab you are expected to respect the environment, while putting customers first. In our global organization we cooperate and communicate, and you are empowered to innovate and simplify.

Nefab embraces diversity and equal opportunities, and therefore welcome all applications. We are committed to building teams with a variety of backgrounds, perspectives and skills.