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Customer Service Manager

Сфера деятельности: Operations

Тип должности: Fix Term

Тип занятости: Full - Time

Место расположения: Ho Chi Minh City

Страна: Vietnam


1. Order Management:

  • Establish customer service objectives and priorities overall and team specific objectives.
  • Ensure service level and other KPIs follow-up.
  • Ensure adherence with policies described in the General terms of Trade and contracts terms.
  • Build customer relationship and exchange regular information with other functions concerning customers (General information, Products, Orders, Finances)
  • Ensure concisely and timely communication of constraints/requests to other related functional team.
  • Develop and implement cost-effective order fulfillment procedure.

2. Credit Management:
  • Manager customer credit collections and risk assessment, reporting of credit indicators (AR, Debt aging).
  • Perform credit analysis to determine the approval of customers’ lines of credit (Credit limit Evaluation).
  • Ensure compliance with the financial insurance policy requirements/procedures.
  • Resolve issues involving account discrepancies, products delivery and cost allocation (Reconciliation).
  • Issue refunds, rebates or any compensation to customers as started in procedures.

3. General Management: 
  • Train and motivate personnel in areas of customer service including crisis management.
  • Exercise a mature and effective approach to resolving problematic issues with customers.
  • Develop customer service procedures, policies, standards,
  • Actively participate in supply chain projects, if related.
  • Undertake high pressure job, able to prioritize multitasks, have a time management habit.
  • Able to interact directly with customers, sales, and all related functions.
  • Ability of managing team under stress. Be decisive, but flexible and careful.
  • Target oriented, organized, accurate


  • Minimum 5 years in Customer Service, FMCG/MT experience is preferable, domestic logistics operations.
  • Accounting knowledge, working experience with Credit management.
  • Previous hand-on SAP experience (SD module).
  • Experience with DMS, VMI, CRM software,
  • Computer literate, especially good at Excel.