Deputy Customer Service Manager (Chemical/Paint Industry)

Play a key role in assisting the Customer Service & Autotint Manager to manage the Customer Service and TCW operations, ensuring supply best quality service, good operations of TCW (TOA Color World) and achieve high customer satisfaction; developing a long-term customer service vision and strategy aligned with the company’s overall business objectives.

1. Customer Services:

• Ensure all customer service requests are received and completed (technical consultation, paint system introduction, provision of technical documents, mock-ups, site supervision, and inspection of product quality and coating film performance).

• Manage all customer complaints regarding product quality and services, to ensure customer satisfaction and uphold the company’s reputation.

• Responsibility for implementing product quality warranty policies and provide technical supervision.

• Coordinate with Sales and Marketing teams to expand the loyal customer base through advertising programs, promotions, seminars, customer conferences, and product training.

2. Autotint Technical Service (TCW):

• Manage and operate the TCW autotint system, including strategy development, new investments, after-sales activities, and technical support to ensure efficient and high-performance operation for customers.

• Manage all of TCW autotint technical service request.

• Ensure effective execution of machine installation and retrieval, provide operation guidance, calibration, and setup of product formulas and pricing.

• Ensure providing preventive maintenance services and control spare parts inventory, overhaul & renewal for autotint machine.

3. Budget and Risk Management

• Plan, manage and control allocated budgets for Customer Service and Autotint operations.

• Optimize resources to ensure that investments in technology, machinery, and tools deliver maximum value.

• Identify, assess, and mitigate operational and financial risks to ensure cost efficiency and compliance.

4. Team Leadership and Development:

• Train and coach painters and saleman on TOA product knowledge and application (theoretical and practical).

• Lead and develop the Customer Service and Autotint team to establish a professional service culture and define clear performance objectives for team members.

• Operate customer service processes in compliance with the company’s policies, regulations, and DOA, while continuously improving technical service processes and customer complaint handling procedures.

• Coordinate with R&D, QC and Marketing teams in product improvements.

5. Perform other related duties as assigned

• Bachelor Degree of Chemical Engineering or related field.

• At least 10 years of experience, including at least 4 years in managerial roles in Customer Service and Autotint operations in paint/ chemical/ coating industries.

• Strong understanding of customer service in manufacturing within the decorative paints, industrial coatings, marine coatings, and construction chemicals industries.

• Data analysis and market trend analysis skills

• Experience in supporting Project Sales.

• Excellent communication, problem-solving skills, negotiation and customer service skill.

• Strong leadership & people management.

• Experience working collaboratively with stakeholders.

• Fluently in speaking and writing in English.

• Advanced Microsoft Office skills, Excel, PowerPoint and presentation are a plus.

• Initiative, able to work under pressure, intelligent, willing to travel.

Ngành nghề: Dịch vụ khách hàng, Sản xuất / Vận hành sản xuất, Ngành khác

Kinh nghiệm: 10 Năm

Cấp bậc: Quản lý

Hình thức: Nhân viên chính thức

Địa điểm: Bình Dương