About the Role

We are seeking an experienced Assistant Manager, Customer Service to lead customer service operations and support the end-to-end order fulfillment process across multiple markets. This role is responsible for ensuring excellent customer experience, operational efficiency, and effective coordination with internal stakeholders.

The successful candidate will combine strong customer relationship management skills with operational expertise, team leadership capability, and a continuous improvement mindset.

Key Responsibilities

Customer Service & Order Management

• Oversee the end-to-end processing of customer orders, including order entry, amendments, delivery coordination, and issue resolution.
• Monitor order fulfilment performance and provide timely updates to customers and internal stakeholders.
• Ensure accurate handling of required commercial and shipping documentation.
• Manage customer inquiries, complaints, returns, and credit/debit adjustments in a timely and professional manner.
• Support high levels of customer satisfaction through proactive communication and problem-solving.

• Provide day-to-day leadership, coaching, and guidance to Customer Service team members.
• Assist in workload planning, task prioritization, and escalation management.
• Promote a customer-focused culture and ensure adherence to operational procedures.
• Support onboarding, training, and capability development of team members.

• Serve as the primary contact for selected strategic customer accounts.
• Build strong working relationships with customers and internal stakeholders.
• Collaborate closely with Sales, Finance, Logistics, Operations, and Supply Chain teams to ensure smooth business operations.
• Communicate effectively during supply disruptions, service issues, or exceptional situations.

• Act as a subject matter expert for customer service and order management processes.
• Analyze operational performance and identify opportunities for process improvements.
• Support implementation of efficiency, standardization, and automation initiatives.
• Monitor service performance metrics and contribute to continuous improvement efforts.

• Ensure accurate and efficient use of ERP and business systems.
• Support reporting, data analysis, and performance tracking activities.
• Maintain high standards of data accuracy and operational compliance.

Requirements

• Bachelor's Degree in Business Administration, Supply Chain, Logistics, Commerce, or a related field.
• Japanese/Thai/Mandarin speaking business proficiency is a must
• Minimum 5 years of experience in Customer Service, Supply Chain, Logistics, Order Management, or related operational functions.
• Prior supervisory, team lead, or people management experience is required.
• Experience managing customer relationships and resolving operational challenges.
• Strong knowledge of ERP systems and business processes.
• Good understanding of international trade and commercial documentation.
• Excellent communication and stakeholder management skills.
• Strong analytical and problem-solving abilities.
• Customer-focused with a proactive and solution-oriented approach.
• Ability to work effectively in a fast-paced and dynamic environment.

What We Offer

• Opportunity to lead a high-performing customer service team.
• Exposure to regional and cross-functional business operations.
• Professional development and career growth opportunities.
• Collaborative and supportive working environment.

If you are passionate about customer excellence, operational efficiency, and team leadership, we would love to hear from you. Apply today.