Customer Service Manager

Oleo-Fats Inc. (OFI); Quezon City; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Oleo-Fats Inc. (OFI) is seeking a Customer Service Manager to lead the customer service function across B2B and B2C channels, ensuring excellent customer experience through timely complaint resolution and professional communication.

You will oversee a team handling complaints, coordinate with Sales, Quality Assurance, Manufacturing, Logistics, and Distribution to resolve issues and prevent recurrence, and coach staff for ongoing performance improvement.

Qualifications

• Strong communication and problem-solving abilities.
• Experience managing full complaint life cycle in manufacturing.
• Leadership and team management skills.
• Ability to analyze complaint data and identify trends.

Responsibilities

• Oversee the complaint lifecycle to ensure timely and effective resolution.
• Ensure complaint handling aligns with quality standards and regulatory expectations.
• Review and approve external communications for B2C complaints.
• Provide coaching, training, and performance feedback to direct reports.
• Align team goals with KPIs and customer satisfaction objectives.
• Coordinate with Sales, Marketing, Quality Assurance, Manufacturing, Logistics to resolve complaints.
• Facilitate cross-department communication to address root causes and prevent recurrence.
• Monitor trends and implement improvements to processes and tools.

Skills

Communication

Problem solving

Leadership

Customer relationship management

Conflict resolution

Team management

Emotional intelligence

Data analysis

Performance metrics

Education

Bachelor's Degree (Chemistry / Chemical Engineering / Food Technology)

Job description

Job Summary

Customer Service Manager leads and manages the customer service function across B2B and B2C channels, ensuring excellent customer experience through timely complaint resolution, professional communication, and continuous improvement. This role oversees a team responsible for complaint handling, external communication and driving corrective and preventive actions.

Job Description

Oversee the complaint lifecycle to ensure timely and effective resolution

Ensure complaint handling aligns with quality standards and regulatory expectations

Review and approve external communications, especially for B2C complaints

Ensure consistency, accuracy and professionalism in all customer-facing communications

Provide coaching, training, and performance feedback to direct reports

Align team goals with team KPIs and customer satisfaction objectives

Coordinate with Sales & Marketing, Quality Assurance, Manufacturing, Logistics and Distribution to ensure smooth resolution of customer complaints

Facilitate communication across departments to address root causes and avoid recurrence

Monitor trends in customer complaints, feedback, and service metrics to identify improvement opportunities

Implement changes to processes, training, or tools that elevate the customer experience

Qualifications

Bachelor's Degree in Chemistry, Chemical Engineering and Food Technology

5 years experience managing the full customer complaint life cycle in a manufacturing environment

Strong understanding of quality, food safety, and compliance requirements

Ability to analyze complaint data and identify trends and improvement opportunities

Experience leading escalated complaint investigations and corrective actions

Strong leadership and team management skills

Excellent written and verbal communication skills

Effective conflict resolution and customer-focused decision-making

Strong cross-functional collaboration skills

Requirements

Communication Problem Solving Leadership Customer Relationship Management Conflict Resolution Team Management Emotional Intelligence Data Analysis Performance Metrics