Customer Service Manager

1. JOB PURPOSE
Manage and direct the entire operations of the Customer Service (CS) department at Rudholm Vietnam. Responsible for establishing and optimizing order fulfillment workflows, overseeing supply chain coordination (purchasing, stock monitoring, and hub operations), and ensuring the highest standards of service delivery to global apparel brands and domestic vendors. This role heavily focuses on leadership-building, training, and structuring a resilient, highly cooperative CS team capable of thriving in a fast-paced garment trims and packaging environment.
2. KEY RESPONSIBILITIES
a. Team Leadership, Structure & Development
• Define departmental structure, headcount allocation, and recruit top talent for the CS team.
• Establish comprehensive onboarding programs and continuous training matrices covering garment trims technical knowledge, international trade, and internal ERP systems.
• Supervise daily operations, set up operational KPIs (response lead times, order entry accuracy, shipping punctuality), and conduct periodic performance reviews.
• Strategically allocate brand portfolios and vendor accounts to senior and junior CS members to balance workloads and align with individual competencies.
• Cultivate a professional, solution-oriented communication culture, step in to resolve high-level escalation issues, and foster strong cross-functional teamwork.
b. Order Fulfillment & Strategic Purchasing Management
• Oversee the end-to-end receipt and validation of incoming orders processed via email, phone, and group systems (GARP, Texas), ensuring order confirmations are released within the strict 24-48 hour window.
• Govern multi-tiered order fulfillment models based on brand agreements: BACK TO BACK (on-demand purchasing), FORECAST/BULK (pre-stocking against brand projections), and NOOS (Never Out Of Stock) via webshop widgets.
• Authorize and manage purchase orders issued to global suppliers and other Rudholm hubs, strictly managing lead times, ready dates, and international transit logistics.
• Monitor systemic financial inputs, including the enforcement of standard internal margins (e.g., 22% applied for inter-hub purchases), average freight cost percentage models, and overall landed costing to secure company profitability.
c. Stock Control, Cabinet System & Quality Monitoring
• Bridge communication with Product Developers (PD) to retrieve finalized product specifications and approved production quality references.
• Maintain accountability for the physical and digital Cabinet System, ensuring all reference samples available to the warehouse quality control (QC) team are up-to-date, organized, and properly cataloged.
• Oversee warehouse arrivals and current inventory levels to ensure logistical parameters match corporate scheduling.
• Lead data-driven evaluations of slow-moving stocks and expired items in tandem with Key Account Managers (KAM) and Global Brand Coordinators (BC); freeze inactive SKUs in GARP and execute clearance or liquidation strategies.
d. Global Brand & Vendor Relations Management
• Nurture daily B2B relationships with international buyers, sourcing offices, and local apparel factories (vendors) from initial pricing inquiries to final delivery.
• Govern the company's Webshop infrastructure for vendors: approve account credentials, review the systemic addition of new SKUs synchronized from Texas/GARP, and optimize the digital ordering experience.
• Act as the primary point of contact for complex disputes, including shipment delays, quality discrepancies, or commercial claims, negotiating win-win outcomes while preserving brand equity.
e. Process Optimization & Analytical Reporting
• Pioneer business process optimization projects by introducing lean workflows (Kaizen, 5S) or advanced digital tools (Power BI, Data Studio, 3D development concepts) to streamline order processing and minimize clerical errors.
• Synthesize comprehensive operational reports detailing customer service KPIs, stock turnover, revenue per brand, and service delivery performance for the Managing Director and Group headquarters.