Job Description

We are looking for a dynamic and experienced Assistant Customer Service Manager to lead our regional operations team across APAC. This role will drive operational excellence, customer satisfaction, cross-functional collaboration, and continuous process improvement while supporting the business in achieving its regional goals.

Key Responsibilities

Lead Regional Operations: Oversee the APAC/MEA 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.