Customer Service Manager

About the role

We are seeking an experienced Customer Service Manager to lead the customer service team and oversee the end-to-end customer order management process. This role is responsible for ensuring smooth coordination between customers and internal departments, maintaining on-time material availability and production schedules, and delivering a high level of customer satisfaction.

Key responsibilities

• Lead and manage the Customer Service team to ensure excellent service delivery, adherence to established SOPs, and achievement of departmental KPIs.
• Oversee the end-to-end customer order management process, from order confirmation and production follow-up through shipment, delivery, and post-sales support.
• Act as the key contact point for customers, ensuring timely communication, order updates, and effective resolution of inquiries and complaints.
• Coordinate closely with Production, Quality Assurance (QA), Sample Room, Logistics, Procurement, Merchandising, and other relevant departments to ensure smooth operations and on-time delivery.
• Monitor fabric and trims ordering, inventory levels, supplier deliveries, and material readiness to support production schedules and customer delivery commitments.
• Identify potential delays, material shortages, production issues, and order discrepancies, and work proactively with relevant teams to implement corrective actions.
• Resolve customer-related and production-related issues efficiently while maintaining strong customer relationships and minimizing operational disruptions.
• Monitor order status, delivery performance, customer feedback, and service KPIs to identify improvement opportunities.
• Establish and maintain effective customer service procedures, reporting systems, and operational standards.
• Lead, coach, and develop team members to strengthen their professional capabilities, performance, and career progression.

About you

• Bachelor's degree in Business Administration, Supply Chain Management, Textile Engineering, or a related field.
• Minimum 5–8 years of relevant experience in customer service, merchandising, order management, or a related function, preferably within the garment, apparel, or textile manufacturing industry.
• Proven experience managing and developing a customer service team at the managerial level.