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Customer Service Assistant Manager
2 weeks ago
My client is a leading regional company specializing in air-conditioning spare parts distribution and customer support services across Asia.
- Position : Customer Service Assistant Manager (Head of Department)
- Working Schedules : Monday - Friday, Office Hours
- Remuneration : Up to $5,000 VB AWS and Fixed Transport Allowances
The Customer Service Assistant Manager is responsible for leading a team that ensures smooth coordination of order processing, delivery operations, and customer satisfaction. The role requires managing day-to-day service activities, solving escalations, supporting internal teams, and improving service processes to ensure timely delivery and high customer retention.
Key Responsibilities:
Customer Service & Operations Management
• Oversee end-to-end order processing to ensure timely fulfillment.
• Handle inquiries, complaints, and escalations professionally.
• Track deliveries and update customers on progress or delays.
• Manage and follow up on backorders.
• Review and approve customer claims/credit memos via SAP.
• Work with warehouse/logistics teams on order volume forecasts.
Customer Relationship Management
• Conduct regular meetings with customers and internal stakeholders.
• Follow up on overdue payments while maintaining strong relationships.
• Travel to meet suppliers when needed.
Compliance & Performance Reporting
• Ensure compliance with Security Export Control regulations.
• Prepare annual sales forecasts; update quarterly.
• Monitor and analyze monthly sales expectations.
• Present monthly KPI reports.
• Plan spare part pricing strategies based on market trends.
Team Management & Administration
• Set KPIs and departmental objectives.
• Approve leave requests and manage manpower.
• Conduct goal-setting and performance appraisals.
• Handle additional tasks as assigned.
Requirements:
• Diploma (preferably from a Polytechnic).
•Min. 3 years in customer service, order, and delivery management.
•Proven managerial experience in customer service operations.
•SAP knowledge is a plus.
•Proficient in MS Excel (VLOOKUP, PivotTables, IF functions).
•Willing to travel occasionally.
Next Step:
•Interested applicants may email your resume to ********** with your latest updated resume
•Only shortlisted candidates will be contacted
EA License No. – 23C2060 |EA Registration No. - R2092390
