Job Description

Location: Trouw Nutrition Asia Pacific (Bangkok office)
Job Type: [Full-time]
 

About the Role

We are looking for a dynamic Customer Service Manager to lead our customer service team in managing orders, coordinating deliveries, and ensuring customer satisfaction. Our customers include distributors, farmers, and key accounts, both locally and internationally. The role involves both hands-on tasks and managerial responsibilities, depending on the team size and company structure. Titles may vary (e.g., Team Leader, Supervisor, or Manager). The complexity of the role is shaped by the number of products, customers, and regions involved.

Key Responsibilities

• Oversee and manage the entire order process from placement to delivery, ensuring accuracy and timeliness.
• Lead and support the Customer Service team, setting clear goals and providing regular feedback.
• Handle customer complaints professionally, ensuring prompt resolution and satisfaction.
• Develop and refine processes to enhance efficiency and improve service quality.
• Build and maintain strong customer relationships to support business growth.
• Collaborate with the sales team to align customer needs with business objectives.
• Ensure seamless coordination with logistics, finance, and supply chain teams.
• Monitor and analyze key performance metrics (e.g., OTIF, DSO, order accuracy, Compliance & Safety standard) to drive continuous improvement. 
• Ensure that stock transactions and movements are accurate and aligned with related functions.
• Identify bottlenecks and implement process improvements to enhance customer service operations.
• Develop customer-centric initiatives to boost satisfaction and retention.
• Maintain accurate customer records in CRM systems and provide insights for forecasting and planning.
• Foster a culture of coaching, accountability, and high performance within the team.
• Lead by example, promoting collaboration and a customer-focused mindset.
• Manage key accounts by developing tailored service strategies and addressing specific needs efficiently.
• Provide actionable feedback based on customer insights to refine business strategies.

What We’re Looking For

• 5-8 years of proven experience in customer service management and team leadership, in addition to total years of experience.
• Strong leadership and team management skills.
• Excellent problem-solving abilities and customer-centric mindset.
• High sense of urgency, to support the fast-paced business needs.
• Ability to work cross-functionally with sales, logistics, finance, or regulatory affairs.
• Proficiency in CRM and order management systems.

Why Join Us?

• Competitive salary and benefits package.
• Opportunity to lead a dynamic and growing team.
• Work in a collaborative and customer-focused environment.
• Career advancement and development opportunities.