Head of Department - Customer Service

Job type:Permanent
Industry:Logistics & Supply Chain, Logistics, 3PL, Freight Forwarding & Supply Chain
Expertise:Customer Service
Salary:200-300k
Job published:12/9/2024
Job ID:V-41823-1

Our client, a leading material flow and logistics solutions provider with a global presence, is seeking a proactive, customer-centric, and detail-oriented professional to lead their after-sales and customer service activities for their Thailand operations. This role offers an excellent opportunity to join an innovative and growing organisation in a senior management capacity, where you can make a significant impact.
Responsibilities

  • Lead the Customer Service and After-Sales Department, driving its growth and alignment with corporate and local targets
  • Develop and implement strategies to continuously improve team performance and organisational effectiveness
  • Establish and execute a strategic plan for the Customer Service department in collaboration with the management team
  • Ensure sustained growth while maintaining competitiveness and profitability
  • Drive efficiency and scalability in the following areas:
    • Local spare parts inventory and distribution
    • Customer service, dispatching, and planning
    • After-sales administration
    • Field service operations
    • Technical support structures
    • Service sales opportunities in collaboration with the sales team
  • Monitor turnover and gross margins, implementing measures to achieve or exceed targets
  • Critically assess cost levels and develop action plans to optimise both top-line and bottom-line performance
  • Oversee the initial implementation of projects, ensuring a seamless handover to the Implementation Manager while keeping the customer informed of timelines
  • Analyse departmental performance metrics, including turnover, gross margin, and cost targets, to ensure strategic alignment
  • Act as a business leader, taking accountability and driving daily operations
  • Promote creativity, challenge the status quo, and introduce innovative ideas regionally and globally

Requirements

  • Master’s degree or higher; a technical background is advantageous
  • Experience in a B2B customer service environment
  • Clear affinity with industrial equipment is preferred
  • Adaptable and capable of managing change effectively
  • Strong problem-solving skills with the ability to address challenges proactively
  • Excellent communication skills in a multicultural environment
  • Professional proficiency in English is essential
  • Open-minded, positive, and eager to drive organisational success

This position offers the chance to lead and innovate within a global organisation, directly influencing customer satisfaction and business growth.