Customer Services Manager

Our client is a global B2B manufacturer establishing a new, state-of-the-art facility in WHA Rayong (Ban Khai District), specializing in essential components and materials critical to high-volume consumer goods (FMCG), as well as the Pharmaceutical and Specialty Chemical sectors. This role is key to building a world-class customer service and logistics function from the ground up, demanding precision and speed.

Responsibilities:

Job Objective:

To serve as the primary communication bridge between the manufacturing plant and global customers, ensuring operational excellence in rapid, high-volume order fulfillment, maximizing customer satisfaction, and driving efficient regional logistics.

Key Responsibilities

1. Team Leadership & Global Coordination:

1. Lead a multi-site Customer Service Representative (CSR) team spanning Thailand, Indonesia, and India.
2. Drive essential internal coordination between the new Rayong plant, the Sales team, and the APAC leadership to ensure smooth project execution and accurate customer communication.

2. Regional Logistics & Supply Chain Management (FMCG Focus):

1. Oversee all high-volume Outbound Shipments from the Rayong plant to local Thai customers and international export markets, prioritizing on-time-in-full (OTIF) delivery typical of the FMCG supply chain.
2. Manage Inbound Shipments of products from the regional manufacturing hub (India) to ensure timely delivery and warehousing according to plan.
3. Inventory & Warehouse Planning: Review and approve inbound/outbound shipment plans and coordinate accurate inventory reporting for the Thailand warehouse.

3. Documentation, Compliance, and Process:

1. Ensure timely preparation of all shipment and import/export documentation, including SAP/ERP system updating.
2. Coordinate import shipments and complete necessary LPI (Tax and Customs) system formalities for product clearance.
3. Conduct internal audits and ensure all team activities adhere to defined Standard Operating Procedures (SOPs) and Quality & Regulatory (Q&RA) norms.

4. Customer Experience & Development Support:

1. Act as the lead point of contact to identify and assess customer needs to guarantee satisfaction and retention.
2. Support Thai customers with fast-paced New Product Developments, including coordinating colour matching, artwork development, and providing product samples for quick market trials in collaboration with the regional product development teams.
3. Occasionally visit key customers alongside the sales team to strengthen long-term relationships.

Requirements:

1. Experience: 10 to 15 years of solid experience in managing Logistics or Customer Service within a B2B manufacturing environment.
2. Industry: Proven background in the B2B segment, ideally within FMCG, Food, Pharma, or Specialty Chemical sectors.
3. Logistics Expertise: Preference for candidates with a strong understanding of LPI (Customs/Tax Privilege) background.
4. Technical Skills: Proficient user of SAP or other major ERP systems.
5. Soft Skills: Demonstrated ability in Stakeholder Management, strong Business English Communication, and high Learning Agility.
6. Location: Must be willing and able to be based full-time in the Ban Khai, Rayong (WHA Rayong) area.