Customer Service Manager
Job Summary
The Customer Service Manager will lead the client support team to optimize ordering workflows and ensure seamless delivery experiences for B2B partners. This role involves bridging the gap between sales and logistics while modernizing communication channels for recurring buyers. The position requires a proactive leader capable of managing complex account disputes and overseeing operational processes.
Responsibilities
- Lead and mentor customer support team
- Manage B2B account escalations and disputes
- Coordinate with logistics and warehouse operations
- Optimize order-intake and communication workflows
- Oversee credit, returns, and invoice discrepancies
Required Skills
- 3-5 years management experience in FMCG/Wholesale
- Proficiency in ERP, CRM, and Excel
- Fluency in Mandarin (spoken and written)
- Strong problem-solving and communication skills
Job Details
The Role: What You’ll Do
As our Customer Service Manager, you won't just be reactive—you will be the strategic champion of our client relationships. You will lead the customer support team, bridge the gap between sales and logistics, and design smooth, tech-driven communication channels for our recurring buyers.
Key Responsibilities:
- Team Leadership: Supervise, mentor, and build a high-performing customer service team. Set clear performance metrics (KPIs) around response times and order accuracy.
- B2B Account Management: Serve as the escalation point for our key corporate accounts (hotel procurement managers, major retail buyers, restaurant groups) to resolve complex ordering or delivery disputes.
- Sales & Logistics Liaison: Work hand-in-hand with Warehouse Operations and the Logistics/Fleet teams to ensure high-volume beverage orders (kegs, pallets of soft drinks, liquor crates) are accurate and delivered on time.
- Process Optimization: Modernize our order-intake processes (via phone, email, WhatsApp Business, or B2B web portals) to reduce friction and eliminate data-entry errors.
- Credit & Returns Management: Oversee the processing of product returns (broken glass, wrong vintages, out-of-date kegs) and coordinate with finance regarding invoice discrepancies or credit terms.
Requirements:
- Experience: 3–5 years of customer service management experience, ideally within wholesale distribution, FMCG (Fast-Moving Consumer Goods), or the hospitality supply chain.
- Problem-Solver: A calm-under-pressure operator who can confidently solve logistical hiccups.
- Tech Fluency: Proficient with ERP systems, CRM software (like Salesforce or Hubspot), and advanced Excel. Experience with order management systems is a major plus.
- Communication Skills: Strong verbal and written communication skills. You know how to deliver tough logistical news to a client while retaining their business.
- Industry Knowledge (Plus): A basic understanding of liquor licensing regulations or beverage supply chains is helpful, but not mandatory.
- Required: Well-versed in both spoken and written Mandarin to communicate effectively with Chinese-speaking stakeholders/clients.