Customer Service Lead

Position Overview

We are seeking a qualified Customer Service Lead to manage the customer support function within our furniture manufacturing business. This role ensures seamless communication between customers, production, logistics, and sales teams, manages escalations related to orders, deliveries, and product quality, and drives customer satisfaction while delivering excellent pre-sales and after-sales support.

Key Responsibilities

Team Leadership & Operations

• Lead, supervise, and coach the customer support team to meet service standards and KPIs
• Handle complex customer escalations professionally and promptly

Customer Support & After-Sales Service

• Oversee order-related inquiries including quotations, order confirmation, production timelines, and delivery schedules
• Manage customer complaints relating to product quality, measurements, finishes, damages, or delays
• Coordinate after-sales services such as repairs, replacements, installations, and warranty claims
• Ensure accurate and timely customer updates throughout the production and delivery process

Cross-Functional Coordination

• Liaise closely with production, upholstery, finishing, warehouse, and logistics teams to resolve customer issues
• Work with sales and showroom teams to ensure proper order documentation and customer expectations
• Escalate systemic issues to management and recommend process improvements

Reporting & Process Improvement

• Track and analyze customer support KPIs (response time, resolution time, repeat complaints)
• Prepare weekly and monthly customer service reports for management
• Identify recurring product or service issues and collaborate with factory supervisors for corrective action

Required Qualifications & Requirements

• Bachelor's degree in Business Administration, Customer Relations, or a related field
• 3–5 years of customer support or customer service experience, preferably in manufacturing