Customer Service Manager

We are looking for a dynamic and experienced Assistant Customer Service Manager to lead our regional operations team across APAC. This role will drive operational excellence, customer satisfaction, cross-functional collaboration, and continuous process improvement while supporting the business in achieving its regional goals. Key Responsibilities • Lead Regional Operations : Oversee the APAC operational team, ensuring smooth and efficient order and logistics management. • Drive Customer Excellence : Ensure customer service standards consistently meet company requirements while building strong relationships with customers and stakeholders. • Ensure Compliance : Maintain operational compliance with company policies, controls, and procedures across the region. • Foster Cross-Functional Collaboration : Coordinate and communicate effectively with different departments to ensure seamless business operations and timely resolution of issues. • Develop Strategies : Establish policies, plans, and operational strategies aligned with sales and territory requirements. • Build a Positive Culture : Promote company values and foster a positive, collaborative workplace that motivates the team and drives performance. • Manage Collections : Prepare and analyse regional outstanding payments and work closely with relevant stakeholders to drive timely payment collection. • Improve Processes : Identify operational gaps and team challenges, develop SOPs, and implement process improvements to enhance efficiency and support business objectives. • Coach & Develop : Provide training, guidance, and ongoing support to team members and key stakeholders to strengthen capabilities and performance. • Support Talent Acquisition : Partner with HR on recruitment activities, including candidate sourcing, interviews, and selection. • Drive Continuous Improvement : Proactively identify opportunities to enhance policies, processes, and service delivery across the region. Requirements: • Bachelor’s degree in business administration, logistics management, or a related discipline. • 5–8 years of relevant experience in customer service, operations, logistics, or a related field. • At least 3 years of experience in team management or people leadership. • Strong knowledge and understanding of international trade and logistics processes (Import/Export). • Strong coaching and team-building skills, with the ability to develop team members and foster a stable, collaborative, and high-performing team. • Strong business acumen and risk awareness, with the ability to assess business situations and make sound decisions. • Highly resilient and adaptable, with the ability to manage pressure and respond quickly and effectively to urgent issues. • Strong resource management and prioritisation skills, with the ability to allocate resources effectively to maximize team productivity and business outcomes.