Customer Service Manager

PT Lianhua Leather Industry; Cianjur; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A manufacturer in the leather industry located in Cianjur is seeking a Customer Service Manager to lead and supervise the customer service team. The role entails managing communication with key customers, overseeing order management activities, and developing service procedures and standards. Candidates should have a Bachelor's degree, 3–5 years of experience in customer service, and excellent English communication skills. Familiarity with ERP systems and knowledge of Mandarin is a plus.

Qualifications

• Minimum 3–5 years of experience in customer service, with at least 2 years in a supervisory or managerial role.
• Manufacturing or tannery experience is a plus.
• Able to work in a fast‑paced environment and handle multiple priorities.

Responsibilities

• Lead and supervise the customer service team to ensure excellent service delivery.
• Manage communication with key customers, including handling escalated issues.
• Oversee order management activities and ensure timely processing across departments.
• Develop and implement customer service procedures, standards, and performance metrics.

Skills

Excellent communication skills in English

Leadership skills

Problem-solving abilities

Customer-oriented mindset

Education

Bachelor's degree in Business, Management, or related field

Tools

Microsoft Office

ERP systems

Job description

Job Description

• Lead and supervise the customer service team to ensure excellent service delivery.
• Manage communication with key customers, including handling escalated issues and maintaining long-term relationships.
• Oversee order management activities, ensuring accuracy and timely processing across departments.
• Coordinate with production, planning, warehouse, finance and custom clearance to resolve customer-related issues promptly.
• Develop and implement customer service procedures, standards, and performance metrics.
• Prepare periodic reports for management related to customer satisfaction, order performance, and team productivity.
• Train and mentor team members to improve service quality and operational efficiency.
• Support management in strategic planning related to customer relations and market needs.

Requirements

• Bachelor’s degree in Business, Management, or related field.
• Minimum 3–5 years of experience in customer service, with at least 2 years in a supervisory or managerial role (manufacturing or tannery experience is a plus).
• Excellent communication skills in English (mandatory). Mandarin proficiency is an advantage.
• Strong leadership, problem‑solving abilities, and customer‑oriented mindset.
• Able to work in a fast‑paced environment and handle multiple priorities.
• Proficient in Microsoft Office and familiar with ERP systems is an advantage.
• Willing to be placed in Cianjur.