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.