Customer Service Lead

Our strategic partner specializes in supplying ingredients for the personal care and home care sectors. The business is currently expanding its operations in Vietnam and is seeking multiple new positions to support its growth strategy and business expansion in the next development phase.

Summary

Our Partner is seeking a Customer Service Lead to oversee customer order coordination, production support, and operational service activities within the manufacturing environment. This position is responsible for managing end-to-end order fulfillment, coordinating with cross-functional departments, maintaining strong customer relationships, and leading the Customer Service team to ensure operational efficiency, timely delivery performance, and high service standards.

Job Responsibilities 

Production Order Coordination & Operations Management:

• Coordinate and supervise customer orders related to manufacturing activities through the ERP system, ensuring timely and accurate processing of sales orders, production schedules, delivery timelines, and shipping documentation.
• Manage the overall order execution cycle from order confirmation, manufacturing coordination, production tracking, to final delivery completion.
• Work closely with Production, Planning, Warehouse, and Logistics departments to ensure manufacturing schedules meet customer requirements and committed delivery timelines.
• Support and guide Customer Service team members in managing operational order activities to maintain workflow accuracy and operational effectiveness.
• Handle order revisions, cancellations, return requests, and delivery adjustments in accordance with company procedures and operational conditions.

Production Planning Support & Commercial Control:

• Collaborate with Sales and Planning teams to evaluate order feasibility, manufacturing capacity, lead times, and delivery priorities.
• Monitor pricing structures, manufacturing costs, inventory conditions, and delivery terms to ensure compliance with approved commercial guidelines.
• Assist in reviewing and escalating urgent production requests or exceptional pricing cases within the approved authorization process.
• Coordinate with cross-functional teams to resolve issues related to production planning, material availability, and order execution activities.

Logistics Coordination & Manufacturing Fulfillment:

• Communicate with customers regarding order progress, manufacturing schedules, shipment timelines, and inventory status.
• Coordinate with internal departments to ensure timely delivery performance and effective material movement throughout operations.
• Track operational metrics including manufacturing lead time, inventory utilization, delivery efficiency, and fulfillment accuracy.
• Prepare and maintain operational, manufacturing, and logistics reports for management review purposes.
• Identify potential operational risks that may impact manufacturing output or customer delivery schedules and proactively coordinate corrective actions.

Customer Relationship & Service Management:

• Maintain effective customer relationships through timely communication and coordination regarding production and delivery matters.
• Respond promptly to customer requests, order modifications, and complaints related to manufacturing or shipment issues.
• Coordinate internally to resolve customer concerns efficiently while maintaining service quality and customer satisfaction standards.
• Collect and review customer feedback to support service enhancement and operational improvement initiatives.

Team Coordination, Reporting & Continuous Improvement:

• Lead and coordinate daily Customer Service activities within the manufacturing operation.
• Provide coaching, guidance, and operational support to Customer Service team members to ensure consistent service standards and workflow efficiency.
• Monitor team performance and ensure compliance with company procedures, operational standards, and customer service practices.
• Prepare regular reports related to order management, production coordination, customer service activities, and operational issues.
• Identify opportunities for workflow optimization, operational enhancement, and continuous improvement initiatives to improve efficiency and customer experience.
• Perform additional tasks and responsibilities assigned by the Customer Service Manager or senior management.

Other Responsibilities:

• Perform additional duties and responsibilities assigned by the Board of Directors (BOD).

Job Requirements 

• Bachelor’s degree in International Business or related disciplines.
• Minimum 10 years of relevant working experience.
• Strong computer skills.
• Fluent English communication skills; Chinese language capability is highly preferred.
• Experience working with multinational customers and international business environments.
• Hands-on exposure to the US market is preferred, along with experience supporting other international regions such as Europe, Russia, and China.
• Knowledge of AI tools, automation solutions, or customer service technologies is considered an advantage.

If you possess the required skills and experience and are ready to significantly contribute to the dynamic team, we warmly welcome your application at thanh.nguyen@peoplewise.vn or application@peoplewise.vn.

About PeopleWise Vietnam:

PeopleWise Vietnam is founded on the belief that people are at the core of organizational success. We provide comprehensive human resources consulting services to partners worldwide, including Executive Search and Talent Acquisition Solutions, Staffing Management Solutions, and People & Organizational Consulting Services.

We are proud to be a trusted partner of multinational corporations and a strategic partner to leading local and foreign-invested enterprises. We are committed to delivering high-quality, cost-effective solutions that create strong competitive advantages in the marketplace and generate sustainable value for our long-term partners.

Visit us at our website: https://peoplewise.vn/