Customer Service Manager (Footwear)

1. Customer Service Strategic Management

• Develop and implement clear customer service strategies aligned with the company's long-term goals and vision

• Foster a customer-centric culture, ensure all employees understand the importance of delivering a great customer experience

2. Customer Satisfaction & Service Quality Assurance

• Oversee complex customer issues and ensure timely and effective resolution

• Develop and implement customer service policies and procedures to ensure a high standard of service.

• Work with related management to resolve customer complaints or issues that are high levels of importance.

3. Build and fostering Customer Relationship

• Makes the effort to know all of our partners, T1s and Brands

• Understands the differences in each T1 and Brand’s personality and how to use those differences to create a strong partnership with Ortholite.

• Proactively visit customers to inquire about the orders status as well as strengthen the relationship.

4. Negotiation with Customers to resolve issues

• Accountable for negotiating with customers to postpone the delivery date (RTD) of delayed orders at a high and important level

• Dealing with customer related to case of deduction from customers

5. Key in Order Management

• Oversee and ensure the effectiveness of Key in order operations

• Resolve problems related to orders to assure orders can be keyed in system on time

6. Team Leadership and Development

• Lead, mentor, develop and manage the customer service team to ensure high levels of performance, engagement, and morale.

• Setting directions and establishing clear objectives for the team, aligning them with the company’s overall objectives and strategy.

• Keeping track of individual and team performance, setting key performance indicators (KPIs), and measuring progress.

7. Team Collaboration and Communication

8. Employee Engagement and Retention

9. Collaborating with HR to recruit and hire new team members that fit the team’s needs and the organization’s culture.

10. Process Optimization

• Continuously evaluate and refine customer service processes to increase efficiency and reduce response times

11. Resource Management

• Ensuring the team has the necessary resources (time, budget, tools, etc.) to perform their tasks effectively

12. Financial and Budget Management

• Develop and manage the customer service department’s budget, ensuring efficient allocation of resources

13. Regulations Compliance & Risk Management

14. Change management

• Work closely with the executive team on the organization change, predict and consult to BODs about assessing the employees’ preparedness, verifying legal compliance if any

15. Reporting & Analysis

• Customer service performance, trends, and areas for improvements, industry trends

1. Education: Bachelor’s degree in Business Administration, Marketing, or a related field

2. Foreign language: Proficiency English and Chinese

3. Experience: 8+ years of experience in customer experience, customer service, or related fields with at least 3 years in leadership roles in footwear manufacturing

4. Key Competencies:

• Leadership: Excellent in leadership of 4 perspectives: People - Product - Process - Problems

• Coaching & Mentoring: Ability to help individuals grow, develop, and reach their goals.

• Strategic Thinking: Ability to think critically and strategically about the customer experience and service

• Problem Solving: Ability to resolve complex issues quickly and effectively.

• Communication: Clear, concise, and persuasive communication, both written and verbal.

• Negotiation: Ability to influence stakeholders at all levels

• Adaptability: Flexibility to adjust strategies in response to evolving business and customer needs.

• Mobility: Encompass both physical mobility (the ability to relocate for work) and career mobility (advancing, switching, or growing within different job functions or leadership positions).