【Component】Customer Service Manager

A leading global organisation is seeking a Customer Service Manager to oversee and elevate their international order fulfilment operations across Taipei and Kaohsiung. This is an exceptional opportunity for you to bring your passion for customer satisfaction, logistics expertise, and team nurturing skills to a role that directly impacts business success and client relationships.

Keywords: customer focus, global shipment coordination, team leadership, cross-cultural communication, inventory management, logistics expertise

What you'll do:

As Customer Service Manager, you will play a pivotal role in orchestrating the end-to-end customer experience from order placement through delivery. Your day-to-day activities will involve close collaboration with logistics partners to ensure smooth transit of goods globally while resolving any issues swiftly. You will lead a diverse team spread across multiple locations—Taipei, Kaohsiung, and Shenzhen—providing guidance that fosters both individual growth and collective achievement. By continuously improving SOPs/SLAs and implementing robust KPIs like CSAT and NPS scores, you will drive measurable improvements in service quality. Your responsibilities also include strategic inventory management: working hand-in-hand with Sales to review slow-moving items or long-pending shipments and proposing actionable solutions that benefit both the company’s bottom line and its valued customers. Success in this role means balancing operational efficiency with empathetic customer care—ensuring every commitment is met while supporting your team’s development.

• Plan and supervise global shipment schedules to ensure all orders are delivered on time and in full, maintaining the highest standards of reliability for customers worldwide.
• Interface daily with forwarders and logistics providers—including courier, air, and ocean partners—to proactively resolve customs or transit issues as they arise.
• Track customer orders and inventory levels closely, coordinating seamlessly with Sales, Purchasing, and Manufacturing teams to allocate stock efficiently based on priority rules.
• Develop, refine, and implement customer service standard operating procedures (SOPs) and service level agreements (SLAs), introducing key performance indicators such as CSAT, NPS, and response times to measure success.
• Coach, motivate, and nurture a data-driven support team of ten members across three sites in Taipei, Kaohsiung, and Shenzhen, ensuring each member feels valued and empowered to excel.
• Optimise stock allocation strategies to maximise company profitability while always honouring commitments made to customers.
• Collaborate closely with the Sales team to address slow-moving inventory and ageing orders by conducting regular reviews of part numbers and pending shipments.
• Propose creative solutions for inventory challenges such as price incentives, customer negotiations, cross-customer transfers, or alternative-part suggestions to recover value from excess stock.
• Monitor results of inventory actions meticulously to enhance working-capital efficiency without compromising on customer satisfaction or commitments.

What you bring:

Your background includes significant experience managing customer service operations within an international context—ideally overseeing teams distributed across different regions. You bring not only technical know-how in logistics but also genuine empathy for customers’ needs. Your interpersonal skills enable you to build trust quickly among colleagues from various departments as well as external partners. You have demonstrated success implementing process improvements that raise service standards while keeping costs under control. Familiarity with ERP systems like Tiptop is essential for this role; so too is fluency in both Mandarin & English given the cross-border nature of the business. Above all else, your approach is collaborative—you thrive when working together towards shared goals—and you take pride in nurturing talent within your team.

• Demonstrated empathy towards customers combined with a strong focus on delivering positive outcomes throughout the entire service journey.
• Proven ability to make rapid decisions under pressure while maintaining composure in fast-changing situations involving international logistics.
• Experience leading multi-site teams with an emphasis on coaching, motivation, performance management, and fostering an inclusive culture.
• Expertise in planning global shipments using various modes (courier/air/ocean) while navigating customs regulations smoothly.
• Advanced proficiency in Tiptop ERP systems as well as Microsoft Office applications for tracking orders, analysing data trends, and reporting results clearly.
• Comprehensive understanding of international logistics practices including Incoterms and export compliance requirements.
• Fluency in Mandarin & English with excellent cross-cultural communication skills; able to negotiate effectively with stakeholders from diverse backgrounds.
• Track record of collaborating successfully with Sales teams on inventory allocation strategies that balance profitability with customer satisfaction.
• Ability to develop SOPs/SLAs tailored for customer service environments while introducing relevant KPIs such as CSAT/NPS/response time metrics.

What sets this company apart:

This organisation stands out for its unwavering commitment to employee development within a truly global setting. With offices strategically located across Asia-Pacific hubs—including Taipei and Kaohsiung—you will enjoy exposure to diverse markets while benefiting from flexible working arrangements that respect your need for work-life balance. The company invests heavily in training opportunities designed to help you grow professionally at every stage of your career journey. Its supportive leadership style encourages open communication across all levels; ideas are welcomed regardless of seniority or background. Here you’ll find a workplace culture built on mutual respect where everyone’s contribution is recognised—and where collaboration isn’t just encouraged but celebrated daily. Join an employer who values inclusivity as much as operational excellence: one that empowers you not only to succeed but also to make a lasting impact on colleagues’ lives as well as customers around the world.

What's next:

If you are ready to take your career further by shaping world-class customer experiences within an international environment—this is your moment!

Apply today by clicking on the link below; we look forward to connecting with you soon.