Customer Service Manager

Job Description

Planning & Organization
– Set department goals, budgets, and strategies in line with company objectives.
– Plan and manage customer service operations, including service cost control and KPI achievement.
– Establish and implement CS policies, work standards, and improvement initiatives.
– Team Management & Service Operation
– Supervise and coach customer service staff and authorized service centers (ASC).
– Handle customer complaints and urgent cases with timely and professional response.
– Strengthen relationships with ASC, distributors, and internal departments.
– Develop team competencies and ensure smooth coordination between warehouse, spare parts, and service functions.
– Coordinate with respective factory for quality control and product information.
– Conduct training regarding installation and troubleshooting of product

KPI Control & Performance Improvement
-Monitor and improve key performance indicators: Average TAT, PSR, MOI, M/Z rank parts, NPS, call center performance, and service expenditure.
– Analyze performance trends, identify issues, and implement corrective actions.
– Review ASC performance and conduct regular evaluation meetings.

Reporting & Analysis
– Prepare and submit KPI reports, Kodomae (in-warranty cost), monthly CS and ASOM reports.
– Generate SAP reports for inventory closing, stock cycle counts, and discrepancies.
– Provide analysis and improvement recommendations to management.