Customer Service Manager (Jewelry Business Only)

Your tasks

1. Customer Service Team Management • Plan work, control operations, and develop the CS team • Distribute tasks, follow up on results, and support problem-solving • Coordinate with Sales, Production, QC, Factory, and Logistic Partner departments

1. Order Management

• Verify the accuracy of PO / Specification / BOM / CAD • Track work status from the factory from the start of production until export • Check production plans and delivery schedules (Lead Time) to align with production capacity • Systematically and timely inform customers of progress

1. Problem Solving

• Track occurring issues such as delays, quality, design changes, or rework • Coordinate with Production and QC departments to resolve customer problems quickly • Summarize Root Cause and establish preventive measures to prevent recurrence

1. Product Quality and Export Standards (Quality & Export Compliance)

• Verify Pre-production documents, Sample Approval, and Spec Sheet • Control export tasks for accuracy, such as Packing List, Invoice, and HS Code • Follow up on QC results and resolve quality-related issues

1. CS Process Improvement

• Develop an Order tracking system that is transparent and verifiable • Update Standard Operating Procedures (SOP)

1. Communication with International Customers

• Respond to emails, coordinate regarding production designs and product details • Supporting customers in design/design modification/pricing • Coordinate online meetings between the factory and customers

Requirements

1. Male or Female, age 35 - 50 years old.
2. At least 7 year++ experience in the industry is preferred
3. Knowledge in jewelry production and jewelry designs
4. Immediate Level of English comprehension in writing, reading, speaking, and listening
5. Creative and critical thinking in regarding to jewelry designs
6. Great skills in sales and marketing
7. Great skills in computing, Words, Excel, PowerPoint, Outlook, Window live, and Gmail.
8. Able to communicate in English