Customer Service Manager

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 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.