Customer Service Operations Manager
Job Summary
The Customer Service Operations Manager is responsible for leading and overseeing daily customer support operations to ensure high satisfaction and efficiency. This role involves managing order processing, communication with internal and external stakeholders, and driving continuous process improvements. The position requires a candidate with strong leadership skills and experience in the manufacturing or technical service sectors.
Responsibilities
- Manage daily customer support operations
- Oversee order management and service requests
- Drive process and service quality improvements
- Coordinate with internal departments for fulfilment
Required Skills
- Minimum 5 years leadership experience
- Stakeholder management
- Problem-solving and decision-making
- Service-oriented mindset
Job Details
Responsibilities:
- Lead, manage, and oversee the daily operations of the customer support team to achieve high levels of customer satisfaction and operational efficiency.
- Ensure professional and timely handling of customer enquiries, orders, quotations, service requests, concerns, and escalations.
- Communicate proactively with customers and internal stakeholders on order status, shipment updates, potential risks, and recommendations.
- Drive continuous improvement initiatives to enhance service processes, workflows, and overall service quality.
- Coordinate closely with internal departments to ensure timely order fulfilment and effective resolution of customer issues.
- Build and maintain strong relationships with customers, internal stakeholders, and management.
- Maintain accurate customer records, reports, and operational documentation.
- Ensure compliance with company policies, quality standards, and regulatory requirements.
Requirements:
- Diploma or Degree in Business Administration, Engineering, Operations Management, or a related discipline.
- Minimum 5 years of relevant experience in a supervisory, managerial, or leadership capacity within customer support, customer service, sales support, order management, or related functions.
- Experience in the machinery, equipment, manufacturing, engineering, semiconductor, electronics, or technical service industry will be advantageous.
- Strong communication, interpersonal, and stakeholder management skills.
- Customer-focused with a strong service mindset.
- Proven leadership and people management capabilities.
- Strong problem-solving, decision-making, and conflict resolution skills.