Senior Customer Service Manager, Mainland South East Asia (MSEA) (Chinese speaking)

Job description

ABOUT YOUR ROLE (Mô tả chung về công việc): This position will manage the Customer Service Team by providing clear goals, strategies and initiatives and driving the necessary change to ensure achievement of divisional financial and non-financial metrics.

KEY RESPONSIBILITIES

WILL INCLUDE: (Các trách nhiệm đảm đương):

• Oversee and ensure smooth operations across CS teams
• Translate business strategy into actionable service plans and performance targets
• Drive continuous improvement in order management, fulfillment accuracy, and customer communication
• Partner with Sales, Planning, Logistics, Quality, and Operations to ensure seamless order-to-delivery execution.

Drive initiatives that improve customer journey touchpoints from order entry to invoicing Ensure consistent application of policies, procedures, and service standards across CS teams. Manage service capacity and resources to meet fluctuating demand and seasonal peaks Lead regular service review meetings with key commercial or production counterparts to address pain points. Represent Customer Service in customer business reviews ensuring voice of customer (VOC) is heard internally Leverage data and VOC insights to anticipate customer needs and improve service models.

Benchmark performance across teams and regions to share best practices Build a talent pipeline and succession plan for key CS roles

Qualifications

WHAT WE WILL BE LOOKING FOR IN YOU (Các yêu cầu tuyển dụng cần có): A self-motivated and highly dynamic leader with 7+ years of experience in customer service or supply chain, preferably within the apparel, footwear, or manufacturing industry. Strong competency in both English and Chinese (Mandarin) They excel at leading front-line teams, driving process excellence, and partnering cross-functionally to enhance customer experience and operational efficiency.

Strong in data analysis, stakeholder management, and change leadership, they balance strategic vision with hands-on problem-solving.