Customer Service & Support Manager

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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. • Cấp bậc: • Loại công việc: