Customer Service Assistant Manager
Job Description
Role Summary
The Customer Service Manager leads the customer service team to ensure excellent service delivery for FMCG customers. This role is responsible for managing order-to-cash processes, optimizing service levels, solving customer issues, and working cross-functionally to enhance customer satisfaction and operational efficiency.
Key Responsibilities
- Project coordinator about CSC (2025/12~2026/07/31)
- Coordinate 3PL performance management and ensure SLA compliance.
- Lead system integration or digital transformation initiatives (ERP, WMS, TMS).
- Identify risks, propose mitigation actions, and report progress to senior management.
- Drive continuous improvement and sustainability initiatives across the supply chain network.
- Customer Service Operations
- Oversee the end-to-end order-to-cash process, including order entry, tracking, delivery, and invoicing.
- Ensure high accuracy in order processing and timely delivery.
- Monitor service KPIs (OTIF – On Time In Full, fill rate, response time).
- Customer Relationship Management
- Act as the key contact point for escalated service issues with modern trade, general trade, distributors, and e-commerce customers.
- Build strong relationships with customer supply chain and procurement teams.
- Team Leadership & Development
- Lead, coach, and develop the customer service team to deliver excellent service.
- Set team goals and monitor performance against service targets.
- Promote a customer-centric mindset across the team.
- Process Improvement & Cross-functional Collaboration
- Work closely with supply chain, logistics, sales, and finance to resolve operational bottlenecks.
- Drive continuous improvement initiatives to streamline customer service processes.
- Collaborate with IT for system enhancements (SAP, order platforms).
- Reporting & Analytics
- Prepare service performance reports and provide insights to management.
- Analyze order trends, forecast demand fluctuations, and propose solutions to improve service.
- Manage customer penalties/claims related to service issues.
Qualifications & Skills
- Bachelor’s degree in Business, Supply Chain, or related field.
- 7+ years of experience in customer service or supply chain roles within FMCG, with at least 1 years in a managerial position is plus.
- Strong leadership and people management skills.
- Excellent problem-solving and conflict resolution abilities.
- Good knowledge of SAP systems and MS Office.
- Strong communication skills in English and Mandarin.
Key Competencies
- Customer-Centric Mindset
- Strong Execution & Result Orientation
- Process & Service Excellence
- Cross-Functional Collaboration
- Leadership & Team Development
Primary Location
Taipei Office
Additional Locations
Worker Type
Employee
Worker Sub-Type
Fixed Term (Fixed Term)
Time Type
Full time