Customer Service Manager

Mức lương: Từ 25000000 triệu VNĐ
Địa điểm: Hà Nội
Kinh nghiệm: Trên 5 năm
Bằng cấp: Đại Học trở lên

Hạn nộp hồ sơ: 26/08/2026 (Còn 7 ngày)

Công Ty TNHH Gmass Hr Solutions

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Thông tin
Việc làm

Thời gian làm việc:

Từ Thứ 2 đến Thứ 6 (08:00 - 17:00)

Địa điểm làm việc:

Hà Nội

Hoàn Kiếm, Hà Nội

(Trước sáp nhập: Hoàn Kiếm, Hà Nội | Sau sáp nhập: Cửa Nam, Hà Nội)

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Chi Tiết Công Việc

Mô tả công việc:

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.
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.
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.
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.
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.
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.
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

Yêu cầu công việc:

Bachelor's degree in Business Administration, Economics, Commerce, Logistics, Supply Chain Management, or a related field.
Minimum 10 years of progressive experience in Customer Service, Sales Administration,
Commercial Operations including at least 5 years in a managerial role.
Experience in multinational and/or industrial manufacturing companies is highly preferred.
Hands-on experience with ERP and CRM systems
Proficient in English
Solid knowledge of customer service operations, commercial processes, order management, customer account administration, and accounts receivable management.
Strong analytical and problem-solving skills, with the ability to interpret operational data and drive business improvements.
Customer-centric with a strong commitment to service excellence and continuous improvement.
Dynamic, proactive, and results-oriented with a strong sense of ownership and accountability.

Kỹ năng:

Quản Lý Công Nợ , Quản Lý Vận Hành , Tối Ưu Hóa Quy Trình , Quản Lý Quan Hệ Khách Hàng (CRM) , Sử Dụng CRM