Customer Service Manager

What you'll do:

This role requires a forward-thinking leader who can align service strategies with business goals, enhance customer experience, and drive operational excellence in the daily management. The incumbent shall need work on the close coordination with commercial director on the salesforce implementation in China and figure out the strategical roadmap for the synergy on the CSR for different product lines

1. Develop and implement customer service strategies that support the integration of diverse product lines.
2. Collaborate with cross-functional teams (e.g., product, sales, operations) to ensure seamless service delivery and customer satisfaction.
3. Champion change management and stakeholder engagement throughout project lifecycles.
4. Manager Customer service team and the related KPI for the team, Monotor customer service team's daily job.
5. Make sure day to day sales order processing and business fullfillment.
6. Closely collaborate with cross function team to make sure smooth process to satisfy customer and to support business to achieve revenue Target
7. Prepare and Closely tracking the ROP FCST each weekly, each month, each quarter and each year
8. SIOP leading in CS/Sales function
9. Develop and implement standardized working instructions for each business and for the whole team, set up appropriate back up plan
10. Help Team member to solve the escalated issues, hold weekly meeting with Changzhou plant, US plant to review pending backlog
11. Key project/direct customer project management
12. Coach the team members, help each team member to continue improve and build positive team culture
13. Hiring and training for the new team members and help them to integrate into the team,
14. Lead the company's system (SAP etc) updates, new system (SFDC) implementation and other new project, new system related work
15. Comply with and promotes our mission, value, policies and procedures, implement any new EBS project
16. Lead or support large-scale projects, including system go live, if the candidate has experience to manage the project lifecycle will be the plus
17. Organizational planning based on the business dynamics and talent development or intentional movement for the right people in the right role
18. Other assignments from the commercial director or business urgency.

1. Bachelor degree
2. Above 10 years of experience in customer service management, preferably in a multi-product or multi-region environment.、"-Familiarity with SAP systems, service platforms, and data analytics tools.
3. Project management certification (e.g., PMP) is a plus.
4. Strong track record in leading or supporting complex projects with cross-functional impact.
5. Strategic mindset with excellent problem-solving and communication skills.