Customer Service Manager

KEY RESPONSIBILITIES:
Order Management & Customer Service
Manage the end-to-end order process from order receipt and validation through delivery, invoicing and after-sales follow-up.
Ensure order details, pricing, payment terms, specifications, documentation and delivery requirements are accurate.
Monitor open orders and service risks; provide timely updates and recovery plans to customers and internal teams.
SOPs, Systems & Process Improvement
Develop and standardize Customer Service SOPs, workflows, controls, service standards and escalation procedures.
Improve ERP/CRM discipline, data accuracy, traceability and management reporting.
Identify process gaps and implement practical improvements or automation.
S&OP & Cross-functional Coordination
Consolidate demand, order priorities and delivery commitments as inputs for S&OP and production planning.
Coordinate with Sales, Supply Chain, Production, Quality, Logistics and Finance to resolve shortages, delays and urgent requirements.
Customer Issues & Commercial Support
Lead resolution of service issues, complaints, documentation errors and delivery discrepancies.
Apply root-cause analysis and corrective actions to prevent recurrence.
Coordinate commercial and export documentation, claims and credit follow-up within the assigned scope.
Team Leadership
Lead, coach and allocate workload across the Customer Service team.
Build capability in product knowledge, order processing, customer communication, export operations and problem solving.
Performance & Continuous Improvement
Monitor order accuracy, response time, cycle time, on-time delivery, backlog and complaint closure.
Use service data to identify recurring issues and drive measurable improvements.
SKILLS & EXPERIENCE:
Bachelor's degree in Business Administration, International Business, Supply Chain, Logistics, Economics or a related field.
Minimum 6 years of experience in Customer Service, Sales Operations, Order Management or Supply Chain Coordination, including at least 2 years in a supervisory or managerial role.
Experience in food or beverage ingredients, specialty chemicals, agricultural products, B2B distribution or manufacturing similar to AIG is highly preferred.
Exposure to export orders, logistics and import-export documentation is preferred.
Strong systems thinking and ability to translate complex operations into clear SOPs, workflows and controls.
Strong logical and analytical thinking, root-cause analysis and practical problem solving.
Good knowledge of order-to-cash, S&OP, demand-supply coordination, logistics and complaint handling.
Proficient in ERP/CRM systems, Excel and data analysis.
Hands-on, detail-oriented and highly accountable.
Strong stakeholder management, prioritization and follow-through.
Coaching and continuous-improvement mindset.