CUSTOMER SERVICE MANAGER

Customer Service Strategic Management
+ Develop and implement clear customer service strategies aligned with the company&039;s long- term goals and vision
+ Foster a customer- centric culture, ensure all employees understand the importance of delivering a great customer experience
Customer Satisfaction & Service Quality Assurance
+ Oversee complex customer issues and ensure timely and effective resolution
+ Develop and implement customer service policies and procedures to ensure a high standard of service.
+ Work with related management to resolve customer complaints or issues that are high levels of importance.
Build and fostering Customer Relationship
+ Makes the effort to know all of our partners, T1s and Brands
+ Proactively visit customers to inquire about the orders status as well as strengthen the relationship.
+ Understands the differences in each T1 and Brand’s personality and how to use those differences to create a strong partnership with Ortholite.
Negotiation with Customers to resolve issues
+ Accountable for negotiating with customers to postpone the delivery date (RTD) of delayed orders at a high and important level
+ Dealing with customer related to case of deduction from customers
Key in Order Management
+ Resolve problems related to orders to assure orders can be keyed in system on time
+ Oversee and ensure the effectiveness of Key in order operations
Team Leadership and Development
+ Lead, mentor, develop and manage the customer service team to ensure high levels of performance, engagement, and morale.
+ Keeping track of individual and team performance, setting key performance indicators (KPIs), and measuring progress.
+ Setting directions and establishing clear objectives for the team, aligning them with the company’s overall objectives and strategy.
Employee Engagement and Retention
Process Optimization (Continuously evaluate and refine customer service processes to increase efficiency and reduce response times)
Financial and Budget Management (Develop and manage the customer service department’s budget, ensuring efficient allocation of resources)
Resource Management (Ensuring the team has the necessary resources (time, budget, tools, etc.) to perform their tasks effectively)
Collaborating with HR to recruit and hire new team members that fit the team’s needs and the organization’s culture.
Regulations Compliance & Risk Management
Change management (Work closely with the executive team on the organization change, predict and consult to BODs about assessing the employees’ preparedness, verifying legal compliance if any)
Team Collaboration and Communication
Reporting & Analysis (customer service performance, trends, and areas for improvements,industry trends)

Foreign language : Proficiency English and Chinese
Experience : 5+ years of experience in customer experience, customer service, or related fields with at least 2 years in leadership roles in footwear manufacturing
Education : Bachelor’s degree in Business Administration, Marketing, or a related field
Key Competencies:

Mobility: encompass both physical mobility (the ability to relocate for work) and career mobility (advancing, switching, or growing within different job functions or leadership positions).
Negotiation: Ability to influence stakeholders at all levels
Communication: Clear, concise, and persuasive communication, both written and verbal.
Problem Solving: Ability to resolve complex issues quickly and effectively.
Leadership: Excellent in leadership of 4 perspectives: People- Product- Process- Problems
Coaching & Mentoring: Ability to help individuals grow, develop, and reach their goals.
Strategic Thinking: Ability to think critically and strategically about the customer experience and service
Adaptability: Flexibility to adjust strategies in response to evolving business and customer needs.

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Cập nhật gần nhất lúc: 2025-05-06 00:20:03