ESSENTIAL FUNCTIONS:

• Lead and manage the Customer Service team to deliver exceptional service, ensure customer satisfaction, and achieve business retention and growth objectives.

• Act as the primary escalation point for key customer accounts, proactively resolving service issues, implementing corrective actions, and strengthening long-term customer relationships.

• Coordinate the implementation of new customer solutions and services across internal teams and international offices to ensure seamless execution.

• Develop, maintain, and standardize operating procedures (SOPs) in collaboration with Sales, Operations, and Finance to drive consistency and service excellence.

• Monitor account performance, service metrics, and customer requirements, providing regular business reviews and identifying opportunities for continuous improvement.

• Partner closely with Sales and Operations teams to support customer meetings, business reviews, account development, and revenue growth initiatives.

• Identify and pursue business growth opportunities within existing customer accounts by understanding customer strategies, needs, and supply chain challenges.

• Drive operational efficiency, compliance, and financial performance, including monitoring account profitability, supporting collections activities, and ensuring adherence to company policies and regulatory requirements

QUALIFICATIONS:

• Minimum 8 years’ experience in the industry, or a related service industry.

• Excellent organizational skills; written and verbal communication skills.

• Strong customer service, problem-solving and interpersonal skills.

• Be result oriented with the ability to troubleshoot

• Good analytical and program management skills;

• Must be flexible and respond easily to changing demands.

• Good Interpersonal relationship, able to interact positively and effectively with co-workers, subordinates and supervisors

We provide a comprehensive benefits package, including double pay, discretionary bonus, meal allowance, employer voluntary MPF contributions, 18 days of annual leave, medical and life insurance, dental check‑ups, a work‑from‑home policy, free shuttle bus service, and other fringe benefits to the successful candidate.

All information submitted by applicants will be treated with the strictest confidentiality and used solely for recruitment purposes.