Material Customer Service Coordinator

Our strategic partner provides quality assurance, production process optimization, and supply chain management solutions for the footwear, apparel, and leather goods industries.

Location: Northern Vietnam (Remote)

Summary

Our strategic partner is seeking a Material CSE (Customer Service Coordinator) to manage after-sales service for leather materials in Northern Vietnam. The role coordinates customer claims and technical support with production and quality teams to resolve issues promptly and improve customer satisfaction.

Job Responsibilities

• Receive, record and acknowledge complaints or claims involving leather defects, quality deviations and delivery issues; collect relevant photographs, defect reports or samples for review.
• Assess the merits of each claim with the quality and production teams, and help reach a fair resolution within an appropriate timeframe.
• Act as the primary contact for after-sales matters and claim follow-up, explaining investigation findings and corrective actions to customers while offering technical guidance when needed.
• Coordinate with Production and TCC teams to identify root causes, and relay field observations that can improve product consistency and prevent recurring problems.
• Support internal reporting on claims and service quality, maintaining complete records of customer issues, resolutions and response timelines.
• Review claim patterns to recommend preventive measures and prepare weekly and monthly customer service and claims reports for management.

Job Requirements

• Hold a bachelor’s degree in Leather Technology, Quality, Business or a related field.
• Bring seven years of customer service, QA or technical support experience with genuine or tanned leather materials, including claim handling and after-sales support.
• Demonstrate essential knowledge of leather types, defects, grading and quality standards, together with strong technical understanding of leather production and defects.
• An understanding of leather cutting layouts, yield optimization and defect placement would be beneficial.
• Communicate effectively and build positive relationships, managing conflict and customer dissatisfaction with tact.
• Apply analytical problem-solving skills, attention to detail and disciplined documentation and follow-up; work proficiently with MS Office.
• Use English at an intermediate level for written reporting and training.
• Be based in Northern Vietnam or willing to relocate there to support customers across Hanoi, Hai Phong and other Northern locations.

If you possess the required skills and experience and are ready to significantly contribute to the dynamic team, we warmly welcome your application at giang.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 work with multinational corporations as well as leading local and foreign-invested enterprises, helping them build high-performing teams and achieve sustainable business growth. Our commitment is to deliver high-quality, cost-effective people solutions that create lasting competitive advantages and long-term value for both our clients and candidates.

To help you explore even more career opportunities, we invite you to join PeopleHays, our career platform, at https://peoplehays.com.

To learn more about PeopleWise Vietnam and our services, please visit https://peoplewise.vn/.