Customer Service And Ecommerce Manager

Customer Service & eCommerce Manager

Namsiang Group (NSG) | Bangkok | Reports to: SVP Operations

About NSG

NSG is a leading ASEAN specialty ingredients and solutions company with nearly 100 years of history. We partner with world-class manufacturers to serve Personal Care, Home Care, and Food Ingredient customers through strong technical expertise, supply chain capabilities, and regional reach. We are building the next phase of growth through people, technology, and operational excellence. About the Role This role carries two connected mandates: leading the transformation and day-to-day operations of our 15-person Customer Service team, and driving the growth of NSG’s eCommerce presence — our own website plus marketplace and social commerce channels (Lazada, Shopee, Shopify, TikTok, Instagram). On the CS side, order handling involves multiple upstream activities — stock checks, shelf-life validation, stock reservations, repack coordination, credit/cash checks — that vary in execution and create rework. We are also establishing a CS platform (omnichannel ticketing, SAP integration for credit and stock visibility, structured workflows). This role is the business owner of that platform, working alongside the Operations Excellence Manager and IT. On the eCommerce side, backend fulfillment (pick/pack/delivery) is owned by Logistics — this role owns and leads the customer-facing growth agenda: website revamp, channel expansion, customer experience, and data-driven growth (customer segmentation, one-click purchase, repeat-purchase insight). Execution is delivered through a cross-functional project team (Marketing, IT, Sales) that this role directs and holds accountable — this is a leadership mandate, not a hands-on build role. Customer interactions across all channels, including eCommerce, flow through the CS team via the omnichannel platform. The mandate is to elevate the function across four pillars: Platform, Process, People, and eCommerce Growth .

Key Responsibilities

CS Transformation

• Co-lead the CS platform selection, implementation, and rollout as business owner

• Review and rebuild operating standards across order intake, stock reservation, credit/cash handling, and repack coordination

• Build team capability through standardization, training, and periodic process audit

Day-to-Day Operations

• Lead a team of ~15 CS staff

• Own service KPIs: SLA achievement, first reply time, average resolution time, order error rate, CSAT

• Coordinate with Sales, Procurement, Logistics, and Finance to resolve order issues at root cause eCommerce Growth & Channel Management

• Own the eCommerce growth roadmap — website revamp, channel expansion (Lazada, Shopee, Shopify, TikTok, Instagram), customer segmentation, and CX strategy

• Lead and hold accountable a cross-functional project team (Marketing, IT, Sales) to deliver the roadmap — this role directs the initiative; it does not personally build or run the channels

• Use purchase data to drive repeat-purchase and retention initiatives

• Ensure omnichannel customer interactions (via the CS ticketing platform) meet service standards across all eCommerce channels

• Coordinate with Logistics on fulfillment SLAs — fulfillment execution itself remains with Logistics

• Report eCommerce growth progress and risks to SVP Operations

Customer Experience & Risk

• Reduce SO creation time and order error rate

• Establish full digital audit trail for every order (compliance, traceability, dispute resolution)

• Improve CSAT and order success rate as measurable business outcomes

Qualifications

Must-have

• 8+ years in Customer Service, Order Management, or Operations — B2B distribution, FMCG, chemicals/ingredients, or industrial supply preferred

• 5+ years leading a team of 10 or more

• Proven transformation track record — has implemented a CS/ticketing platform end-to-end, redesigned an order management process, or rebuilt a team's ways of working, with measurable outcomes

• Hands-on SAP SD experience — understands how CS, credit, stock, and SO creation work in SAP

• Strong grasp of eCommerce/digital commerce fundamentals (website UX, marketplace mechanics, one-click purchase, conversion, repeat-purchase drivers) and demonstrated ability to lead cross-functional teams (Marketing, IT, Sales) to deliver a roadmap — personal hands-on execution of a channel launch is a plus, not required

• Comfortable using customer data to drive segmentation and CX decisions

• Strong data fluency — can pull, read, and act on CS and eCommerce metrics independently

• Thai and English working proficiency

Nice-to-have

• Zendesk, Freshdesk, or Salesforce Service Cloud experience

• LINE OA or omnichannel CS experience

• Personal hands-on experience launching or growing a website, marketplace (Lazada, Shopee), or social commerce (TikTok Shop, Instagram) channel

• CRM / customer data platform exposure for repeat-purchase modeling

• FEFO / shelf-life-driven product handling background

• Lean / Six Sigma exposure