Assistant Manager Customer Service

The Assistant Customer Service Manager – Warehouse will assist in managing daily customer service operations within the warehouse environment. This role ensures efficient communication with clients, resolves customer inquiries, oversees order processing, and maintains customer satisfaction. The ideal candidate will have strong leadership, communication, and problem-solving skills, with experience in logistics or warehouse operations.

Key Responsibilities:

• Customer Service Support:
• Assist in managing a team of customer service representatives handling client inquiries, order updates, and issue resolution.
• Ensure timely and accurate communication with customers regarding order status, delays, or issues.
• Order Management:
• Oversee the end-to-end process of order fulfillment, including coordination with warehouse teams to ensure orders are picked, packed, and shipped accurately.
• Monitor order processing timelines to ensure on-time delivery.
• Issue Resolution:
• Handle escalated customer complaints and concerns professionally and promptly.
• Coordinate with warehouse teams to resolve issues related to inventory, shipping, or returns.
• Team Leadership:
• Train, guide, and motivate customer service staff to deliver exceptional service.
• Monitor team performance and ensure adherence to company policies and customer service standards.
• Process Improvement:
• Identify and implement improvements in customer service processes to enhance efficiency and customer satisfaction.
• Collaborate with the warehouse operations team to streamline workflows.
• Reporting & Analysis:
• Generate reports on customer service metrics, such as response times, customer satisfaction, and issue resolution rates.
• Analyze data to identify trends and areas for improvement.
• Collaboration:
• Work closely with warehouse managers, inventory control, and logistics teams to ensure seamless operations.
• Support the Customer Service Manager in strategic initiatives and day-to-day activities.

Requirements:

• Education:
• Diploma or Bachelor’s degree in Business, Supply Chain Management, Logistics, or a related field.
• Experience:
• 3+ years in customer service, preferably in a warehouse or logistics environment.
• Previous experience in a supervisory or leadership role is an advantage.
• Skills:
• Strong communication and interpersonal skills.
• Ability to manage multiple tasks and prioritize effectively.
• Proficiency in warehouse management systems (WMS) and Microsoft Office Suite (Excel, Word, Outlook).
• Problem-solving and conflict-resolution abilities.
• Other:
• Familiarity with logistics, inventory control, and order fulfillment processes.
• Ability to work in a fast-paced environment and handle pressure effectively

Job Types: Full-time, Permanent

Benefits:

• Maternity leave
• Opportunities for promotion
• Professional development

Schedule:

• Day shift
• Monday to Friday

Supplemental Pay:

• 13th month salary
• Performance bonus

Application Question(s):

• May I know your expected salary?

Education:

• Bachelor's (Preferred)

Experience:

• Customer Care Specialist: 4 years (Preferred)