Customer Service Team Lead (MANUFACTURING)

1. Production Order Coordination & Operations Management
Coordinate and monitor production-related customer orders in the ERP system, ensuring accurate and timely processing of Sales Orders (SO), production plans, delivery schedules, and shipment documents.
Oversee the end-to-end order fulfillment process from order confirmation, production planning, manufacturing progress, to delivery completion.
Coordinate closely with Production, Planning, Warehouse, and Logistics teams to ensure production schedules align with customer requirements and delivery commitments.
Support and guide Customer Service team members in handling production-related order processes to maintain operational accuracy and efficiency.
Manage order amendments, cancellations, returns, and delivery adjustments in accordance with company policies and operational capabilities.
2. Production Planning Support & Commercial Control
Coordinate with Sales and Planning teams to review order feasibility, production capacity, lead time, and delivery priorities.
Monitor pricing, production costs, inventory levels, and delivery conditions to ensure alignment with approved commercial policies.
Support the review and escalation of special pricing or urgent production requests within the authorized approval framework.
Collaborate cross-functionally to resolve issues related to production schedules, material shortages, and order execution.
3. Logistics Coordination & Manufacturing Fulfillment
Coordinate with customers regarding order status, production timelines, shipment schedules, and inventory availability.
Work closely with Production, Warehouse, and Logistics teams to ensure on-time delivery and efficient material flow.
Monitor operational indicators such as production lead time, inventory utilization, delivery performance, and fulfillment accuracy.
Prepare and maintain periodic operational, production, and logistics reports for management review.
Identify and proactively address operational risks that may impact production output or customer delivery commitments.
4. Customer Relationship & Service Management
Maintain strong customer relationships through proactive communication and effective coordination on production and delivery matters.
Respond promptly to customer inquiries, order changes, and complaints related to production or delivery issues.
Coordinate internally to resolve customer concerns efficiently while maintaining high service standards and customer satisfaction.
Collect and analyze customer feedback to support continuous improvement in service quality and operational performance.
5. Team Coordination, Reporting & Continuous Improvement
Lead and coordinate daily Customer Service operations within the manufacturing environment.
Provide coaching, guidance, and operational support to Customer Service team members to ensure consistent service quality and efficient workflows.
Monitor team performance and ensure compliance with company policies, production procedures, and service standards.
Prepare regular reports on order status, production coordination, customer service performance, and operational challenges.
Identify opportunities for process optimization, system enhancement, and continuous improvement to improve efficiency and customer experience.
Perform other duties and responsibilities as assigned by the Customer Service Manager or senior management.
6. Other Responsibilities
Perform other tasks and responsibilities as assigned by the Board of Directors (BOD).