Assistant Customer Service Manager
Job Summary
We are seeking an organized and solutions-driven Assistant Customer Service Manager to lead desk operations and support our team. This role involves overseeing daily B2B order flows, handling complex client requests, and ensuring seamless communication between front-office and back-office logistics. The successful candidate will maintain flawless ordering processes while supervising and mentoring the customer service team.
Responsibilities
- Supervise daily customer service team activities
- Resolve complex issues and delivery escalations
- Coordinate between sales and logistics teams
- Validate order data and pricing accuracy
- Manage returns and credit processing
Required Skills
- 3-4 years customer service experience
- 1+ year in supervisory capacity
- ERP and CRM software proficiency
- Intermediate Excel/Google Sheets
- Fluent in Mandarin (Spoken/Written)
Job Details
As the Assistant Customer Service Manager, you will be the right hand to our Customer Service Manager. You will oversee the daily flow of B2B orders, step in to handle trickier client requests, and act as a crucial link between our front-office customer team and the back-office warehouse and logistics crew.
Key Responsibilities:
- Daily Team Supervision: Direct the day-to-day activities of the customer service representatives, ensuring all incoming orders are processed accurately and efficiently.
- Escalation & Problem Solving: Act as the first point of contact for complex issues, such as missing stock, delayed deliveries, or emergency weekend order requests.
- Sales & Logistics Coordination: Work closely with the warehouse team to verify stock availability and coordinate with the dispatch team to resolve delivery discrepancies.
- Data Validation: Review daily order logs to eliminate data-entry errors regarding pricing, quantities, and liquor licensing restrictions.
- Returns & Credits Processing: Supervise the return authorization process for damages and ensure credits are accurately logged for the finance team.
- Training & Mentorship: Assist in onboarding new team members and updating the team on new product launches or changes in delivery schedules.
Requirements:
- Experience: 3–4 years of experience in a customer service role, with at least 1 year in a senior, team-lead, or supervisory capacity. Experience in wholesale, FMCG, or logistics is highly preferred.
- Logistical Mindset: High attention to detail is a must.
- Cool Under Pressure: Ability to handle fast-paced environments, especially during peak seasonal periods.
- Tech Literacy: Proficiency with ERP/Order Management systems and CRM tools. Intermediate Excel/Google Sheets skills are required.
- Great Communication: Excellent verbal and written skills.
- Required: Well-versed in both spoken and written Mandarin to communicate effectively with Chinese-speaking stakeholders/clients.