Objective of the Job
The Customer Service Manager will be responsible for ensuring first-class customer support and satisfaction across the region. He/She leads a dedicated customer service team, collaborate with cross-functional departments, and contribute to the growth and success of Acushnet's brands in the Southeast Asian market.
Primary Responsibilities:
- Lead, mentor, and motivate the customer service team to deliver exceptional support and service to customers.
- Build and maintain strong relationships with customers, dealers, and distributors across the Southeast Asian region. Address inquiries, concerns, and feedback promptly to ensure a positive customer experience.
- Conduct root cause analysis to identify and address operational challenges.
- Continuously evaluate and enhance customer service processes to streamline operations, improve efficiency, and meet service level agreements.
- Oversee order processing and fulfillment, ensuring accuracy and timely delivery of products. Collaborate with logistics and inventory teams to optimise inventory management and shipping processes.
- Handle escalated customer issues and complaints with empathy and professionalism. Work closely with relevant teams to resolve complex problems and provide effective solutions.
- Gather customer feedback and market insights to provide valuable input to the marketing and product teams.
- Collaborate with sales, marketing, and other departments to align customer service strategies with overall business objectives.
- Prepare regular reports for senior management, highlighting key achievements, challenges, and opportunities.
- Manage and collaborate with sales and brand teams on account training for new launches.
- Responsible for customer service support and serving as the content expert for future projects such as DTC and SAP implementations.
- Manage office administration for the Malaysia office.
Criteria:
- Bachelor's degree in Business Administration, Marketing, or a related field.
- Understand the importance of a customer service orientation and be solutions focused.
- Proven experience in customer service management, preferably in the golf or sports equipment industry.
- Excellent leadership and team management skills with a track record of building and motivating high-performing teams.
- Strong interpersonal and communication skills with the ability to interact effectively with customers and internal stakeholders.
- Analytical mindset with the ability to use data to drive decision-making and process improvement.
- Familiarity with CRM/ERP software and order management systems.
- Excellent time management skills.
- Self-motivated, including the ability to work autonomously and achieve daily action plans.
- Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.).
- Passion for the game of golf and the golf industry will be an added advantage.
