Customer Service Manager

About the role

We are a fast-growing wholesale distributor of premium liquors and specialty beverages. We are the trusted supply chain partner for retail outlets across the region. We believe that while a great portfolio gets us clients, it is unbeatable service that keeps them. We are seeking an exceptional, proactive Customer Service Manager to lead our client support team, optimize our ordering workflows, and ensure our B2B partners receive flawless delivery experiences. The Role: What You'll Do As our Customer Service Manager, you won't just be reactive-you will be the strategic champion of our client relationships. You will lead the customer support team, bridge the gap between sales and logistics, and design smooth, tech-driven communication channels for our recurring buyers.

Responsibilities

• Team Leadership: Supervise, mentor, and build a high-performing customer service team. Set clear performance metrics (KPIs) around response times and order accuracy.
• B2B Account Management: Serve as the escalation point for our key corporate accounts (hotel procurement managers, major retail buyers, restaurant groups) to resolve complex ordering or delivery disputes.
• Sales & Logistics Liaison: Work hand-in-hand with Warehouse Operations and the Logistics/Fleet teams to ensure high-volume beverage orders (kegs, pallets of soft drinks, liquor crates) are accurate and delivered on time.
• Process Optimization: Modernize our order-intake processes (via phone, email, WhatsApp Business, or B2B web portals) to reduce friction and eliminate data-entry errors.
• Credit & Returns Management: Oversee the processing of product returns (broken glass, wrong vintages, out-of-date kegs) and coordinate with finance regarding invoice discrepancies or credit terms.
• What We're Looking For (Requirements)
• Experience: 3-5 years of customer service management experience, ideally within wholesale distribution, FMCG (Fast-Moving Consumer Goods), or the hospitality supply chain.
• Problem-Solver: A calm-under-pressure operator who can confidently solve logistical hiccups.
• Tech Fluency: Proficient with ERP systems, CRM software (like Salesforce or Hubspot), and advanced Excel. Experience with order management systems is a major plus.
• Communication Skills: Strong verbal and written communication skills. You know how to deliver tough logistical news to a client while retaining their business.
• Industry Knowledge (Plus): A basic understanding of liquor licensing regulations or beverage supply chains is helpful, but not mandatory.
• Required: Well-versed in both spoken and written Mandarin to communicate effectively with Chinese-speaking stakeholders/clients.

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