Customer Service Manager, Southeast Asia

Objective of the Job

Â

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.

Team Management, Leadership, Time Management, Erp, Analytical, Customer Service Management, Interpersonal, Communication, Crm, Microsoft Office Suite