Customer Service Manager

About the role

We are a prominent wholesale distributor of premium liquors and specialty beverages. We power the region's hospitality and retail sectors. Behind every on-time delivery is a dedicated customer service team. We are looking for an organized, solutions-driven Assistant Customer Service Manager to help lead our desk operations, support our team, and keep our ordering processes flawless. The Role: What You'll Do As the Assistant Customer Service Manager, you will be the right hand to our Customer Service Manager. You will oversee the daily flow of B2B orders, step in to handle trickier client requests, and act as a crucial link between our front-office customer team and the back-office warehouse and logistics crew.

Responsibilities

• Daily Team Supervision: Direct the day-to-day activities of the customer service representatives, ensuring all incoming orders (via email, phone, and B2B portals) are processed accurately and efficiently.
• Escalation & Problem Solving: Act as the first point of contact for complex issues, such as missing stock, delayed deliveries, or emergency weekend order requests from high-priority venues (e.g., clubs and hotels).
• Sales & Logistics Coordination: Work closely with the warehouse team to verify stock availability and coordinate with the dispatch team to resolve delivery discrepancies.
• Data Validation: Review daily order logs to eliminate data-entry errors regarding pricing, quantities, and liquor licensing restrictions before they hit the warehouse floor.
• Returns & Credits Processing: Supervise the return authorization process for damages (e.g., broken glass, leaking kegs) and ensure credits are accurately logged for the finance team.
• Training & Mentorship: Assist in onboarding new team members and updating the team on new product launches or changes in delivery schedules.
• What We're Looking For (Requirements)
• Experience: 3-4 years of experience in a customer service role, with at least 1 year in a senior, team-lead, or supervisory capacity. Experience in wholesale, FMCG, or logistics is highly preferred.
• Logistical Mindset: High attention to detail is a must.
• Cool Under Pressure: Ability to handle fast-paced environments, especially during peak seasonal periods when order volumes surge.
• Tech Literacy: Proficiency with ERP/Order Management systems and CRM tools. Intermediate Excel/Google Sheets skills are required.
• Great Communication: Excellent verbal and written skills, with a talent for turning a frustrated customer into a satisfied, loyal partner.
• Required: Well-versed in both spoken and written Mandarin to communicate effectively with Chinese-speaking stakeholders/clients.

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