Customer Service Manager

PRINCIPLE ACCOUNTABILITIES:

• Design the end-to-end Customer Service function for PCBG Thailand: define team structure, roles, responsibilities, escalation matrix, and service model.
• Develop and document the full CS SOP covering: order receipt and entry, order confirmation, inventory check and reservation, lead time communication, deviation management, complaint receipt and escalation, and order-to-cash closure.
• Design account service with defined response standards.
• Establish ERP (SAP or equivalent) order management workflow: order entry, material availability check, delivery schedule confirmation, billing trigger, and credit limit management process.
• Build the CS escalation protocol and complaint handling SOP: complaint receipt, 8D initiation coordination with Technical Service, customer communication timeline, and closure documentation.
• Create the CS KPI dashboard: OTIF (On Time In Full), order confirmation lead time, complaint response time, and customer satisfaction score -- presented monthly to commercial leadership.
• Own the end-to-end order management cycle for all PCBG Thailand accounts from order receipt through to delivery confirmation and invoice issuance.
• Coordinate with Planning and Logistics on production scheduling, warehouse dispatch, and inbound shipment from oversea.
• Handle import/export documentation accurately: commercial invoice, packing list, Certificate of Analysis (CoA), MSDS/SDS, HS code compliance -- zero tolerance for documentation errors on JP OEM shipments.

MINIMUM KNOWLEDGE/EXPERIENCE/SKILLS NEEDED:

• Bachelor’s degree in business administration, Supply Chain, International Trade, or related discipline.
• 7-12 years of customer service, order management, or supply chain experience in a specialty chemical, polymer in Thailand; minimum 3 years in a CS team leader or manager role.
• Proven track record of designing or significantly rebuilding a CS function - SOP authorship, team setup, and ERP workflow design experience are required.
• ERP system proficiency: SAP SD module (order entry, delivery, billing) or equivalent - must be able to configure and train others, not just use the system.
• Strong English business communication - written and spoken.
• Direct experience managing CS requirements for OEM or Tier 1 accounts - understanding of customer service expectations, documentation standards, and zero-defect service culture.
• Cross-functional coordination experience: has worked with Sales, Planning, Logistics, Finance, and TS in a matrix commercial environment.