Customer Service & Support Manager

1. Customer service operations management
- Lead and manage all Customer Service & Support activities across Vietnam.
- Ensure customer orders, documentation, delivery confirmations, and service
requests are processed accurately and on time.
- Develop, implement, and continuously improve customer service processes, service standards, and operating procedures.
- Monitor and improve service performance indicators to achieve higher service
quality and customer satisfaction.
- Build and maintain strong relationships with key customers to enhance customer experience
2. Order fulfillment & commercial support
- Manage the end-to-end order fulfillment process from order receipt to delivery completion.
- Coordinate closely with Sales, Logistics, Production, and Finance to ensure on-time and accurate deliveries and invoicing.
- Oversee customer contracts, billing documentation, customs documentation, and payment-related administration.
- Ensure efficient handling of urgent orders, after-hours requests, and exceptional customer requirements.
- Lead the implementation of customer price adjustments and support commercial activities related to customer accounts and master data
management.
3. Receivables management, cash collection & customer assets optimization
- Manage customer receivable confirmations, payment follow-up, and cash collection activities.
- Define and track daily progress of cash collection action plans per Sales regions and customer groups to reduce overdue amounts and improve working capital of the companies.
- Coordinate with Sales and related departments to manage overdue receivables, bad debts, and asset recovery.
- Supervise cylinder inventory programs, asset recovery activities, and cylinder turnover optimization.
4. Customer complaint management & customer excellence
- Ensure timely and effective resolution of customer complaints and service issues.
- Collaborate with relevant departments to identify root causes and implement preventive actions.
- Analyze customer feedback and service trends to identify opportunities for improvement.
- Lead customer satisfaction surveys and customer excellence initiatives.
- Promote a customer-centric culture across the organization.
5. Process improvement & digital transformation
- Analyze operational, service, and receivable data to identify process improvement opportunities.
- Lead continuous improvement, digitalization, and automation projects within the CSS function.
- Ensure customer master data, ERP, and CRM information remain accurate and up to date.
- Drive improvements in order management, documentation, receivable management, and asset control processes.
- Recommend initiatives to improve operational efficiency and reduce service costs.
6. Team leadership & people development
- Lead and manage the following functional teams:
• Order Management Team
• Documentation Team
• Customer Stock & Cash Collection Team
• Regional CSS Leaders - North, Central and South
- Establish team objectives, KPIs, and performance management processes.
- Provide coaching, training, and development opportunities for team members.
- Build a high-performing, customer-focused, and accountable organization.
- Manage recruitment, succession planning, and talent development within the CSS function.
7. Cross-Functional collaboration
- Work closely with Sales, Logistics, Production, Finance, SHEQ, and other departments to ensure seamless customer service delivery.
- Support customer growth initiatives and business improvement projects.
-Serve as the primary interface between customers and internal departments to ensure customer requirements are met effectively.
- Perform other duties assigned by the Marketing & Strategic Sales Director and Company Management