Customer Service Team Lead (Binh Duong)

1. Nhiệm vụ chính (Key Accountabilities):
The Customer Service Team Lead oversees daily customer service operations, ensures efficient order management and fulfillment, coordinates with cross-functional teams, resolves operational issues, and drives customer satisfaction, team performance, and process improvement.
2. Mô tả công việc chi tiết (Detail Job responsibilities):
1. Production Order & Execution Management
Manage and monitor production orders in ERP, ensuring accurate Sales Orders, production planning, and on-time delivery. Oversee end-to-end order fulfillment in coordination with Production, Planning, Warehouse, and Logistics, and support handling of order changes, cancellations, and adjustments to ensure operational accuracy and delivery reliability.
2. Planning, Commercial & Issue Resolution
Collaborate with Sales and Planning to assess order feasibility, capacity, lead time, and delivery priorities. Monitor pricing, inventory, and delivery conditions to ensure compliance with commercial policies. Support approval of special pricing or urgent requests and coordinate resolution of production, material, and order-related issues.
3. Customer & Logistics Coordination
Coordinate with customers on order status, production schedules, shipment timelines, and inventory availability. Work with internal teams to ensure smooth material flow and on-time delivery. Track key KPIs, prepare periodic reports, and proactively identify and manage risks affecting production and delivery performance.
4. Customer Relationship & Service Improvement
Maintain strong customer relationships through proactive communication on production and delivery matters. Handle inquiries, order changes, and complaints promptly, coordinating internally to ensure effective resolution and high customer satisfaction. Collect and analyze customer feedback to improve service quality and operational performance.
5. Team Leadership & Continuous Improvement
Lead daily Customer Service operations in a manufacturing environment, ensuring workflow efficiency and service consistency. Coach and develop team members, monitor performance and compliance, and prepare operational reports. Drive continuous improvement initiatives to enhance processes, systems, and customer experience.
6. Other Responsibilities
Perform other duties and special assignments as directed by the Board of Directors (BOD), the Customer Service Manager or senior management.