Customer Service Manager
Job Summary
The Customer Service Manager will lead and oversee daily operations of the customer support team to ensure high satisfaction and efficiency. This role involves proactive communication regarding shipment status, process improvement, and cross-departmental coordination for order fulfillment. The manager will maintain strong customer relationships while ensuring strict compliance with operational standards and quality requirements.
Responsibilities
- Manage daily customer support operations
- Handle customer enquiries and escalations
- Improve service processes and workflows
- Coordinate cross-departmental order fulfillment
Required Skills
- Team leadership and management
- Customer service excellence
- Communication and coordination
- Operational documentation
Job Details
Working Days: Monday - Friday, 8.30am to 5.30pm
Industry: Electronic Manufacturing/ Semiconductor Industry prefer
Job Responsibilities:
- Lead, manage and oversee the daily operations of the customer support team to achieve high levels of customer satisfaction and operational efficiency.
- Ensure good customer service through professional and timely handling of customers' enquiries, orders, quotations, service requests, concerns and escalations.
- Proactively communicate orders and shipment status updates, risks advice and recommendations to customers as well as senior management.
- Identify and drive improvements in service processes and workflows to enhance team efficiency, service quality and overall service delivery excellence.
- Coordinate closely with internal departments to ensure timely orders fulfilment and resolution of customer issues.
- Build and maintain strong relationships with customers, internal departments and senior management.
- Maintain accurate and detailed documentation including customer reports and operational records.
- Ensure compliance with company and customer policies, quality standards and regulatory requirements.