Customer Service Manager

1. Service & Production Coordination: Liaise between clients and the production team, providing accurate product specifications to ensure manufacturing aligns with customer requirements and company targets.
2. Customer Communication & Relations: Act as the primary contact for domestic and international clients (in fluent English), delivering proactive service to support sales goals and cultivate long-term relationships.
3. Order & Quotation Management: Prepare quotations for management approval, process purchase orders, issue production orders accurately, and track job progress to ensure on-time delivery.
4. Shipping & Export Documentation: Prepare packing lists for approval, collaborate with the accounting team to issue invoices, and liaise with freight forwarders/shipping lines for export clearance.
5. Exhibition & Trade Show Support: Organize and prepare jewelry collections, display materials, and necessary equipment for trade shows and exhibitions.
6. After-Sales & Issue Resolution: Handle customer complaints, coordinate jewelry repair requests, and manage returns promptly with a high standard of professionalism.
7. Data Management & Reporting: Maintain accurate and organized customer records; prepare routine service summaries and progress reports for management review.
8. Process Improvement: Analyze customer feedback and operational workflows to implement strategies that enhance customer satisfaction, retention, and loyalty.

Qualifications:

1. Female, aged between 30-48 years old. Must possess a professional appearance, a strong sense of responsibility, and good health.
2. Bachelor’s degree in Business Administration, English, International Business, Logistics, or a related field.
3. Minimum of 5 years of direct experience in Customer Service Management or a similar role, specifically within the jewelry or goods industry.
4. Fluency in spoken and written English is a MUST to effectively communicate with international clients and partners.
5. Leadership Skills , Proven ability to lead, train, and manage a customer service team to ensure high-quality service standards and smoothly support senior staff/executives.
6. Proficient in Microsoft Office Suite (especially Excel for reporting and order tracking).
7. trong interpersonal, communication, and cross-functional coordination skills (especially with factory/production teams).
8. High attention to detail, strong organizational skills, and ability to manage deadlines effectively.
9. Flexibility to support occasional off-site events, jewelry exhibitions, or trade shows.