CUSTOMER SERVICE MANAGER

Lead, supervise, and develop the Customer Service team to achieve departmental objectives.

Ensure prompt and professional handling of customer inquiries, orders, complaints, and after-sales support.

Build and maintain strong relationships with customers to improve satisfaction and retention.

Handle complex or escalated customer complaints and implement effective resolutions.

Monitor order processing activities to ensure accuracy and timely delivery.

Coordinate closely with Sales, Production, Planning, Purchasing, Logistics, and Quality departments to meet customer requirements.

Establish and implement customer service policies, procedures, and best practices.

Monitor customer service KPIs, including response time, order accuracy, complaint resolution, and customer satisfaction.

Analyze customer feedback and recommend process improvements to enhance service quality.

Prepare monthly reports on customer service performance and present improvement initiatives to Management.

Recruit, train, coach, and evaluate customer service staff to ensure high performance.

Manage departmental workload and staffing to maintain service efficiency.

Support the implementation and effective use of ERP/CRM systems.

Ensure compliance with company policies, quality management systems, and customer requirements.

Perform any other duties assigned by Management from time to time.