Head of Department - Customer Service

Our client, a leading material flow and logistics solutions provider with a global presence, is seeking a proactive, customer-centric, and detail-oriented professional to lead their after-sales and customer service activities for their Thailand operations. This role offers an excellent opportunity to join an innovative and growing organisation in a senior management capacity, where you can make a significant impact.
Responsibilities

• Lead the Customer Service and After-Sales Department, driving its growth and alignment with corporate and local targets
• Develop and implement strategies to continuously improve team performance and organisational effectiveness
• Establish and execute a strategic plan for the Customer Service department in collaboration with the management team
• Ensure sustained growth while maintaining competitiveness and profitability
• Drive efficiency and scalability in the following areas:
  • Local spare parts inventory and distribution
  • Customer service, dispatching, and planning
  • After-sales administration
  • Field service operations
  • Technical support structures
  • Service sales opportunities in collaboration with the sales team
• Monitor turnover and gross margins, implementing measures to achieve or exceed targets
• Critically assess cost levels and develop action plans to optimise both top-line and bottom-line performance
• Oversee the initial implementation of projects, ensuring a seamless handover to the Implementation Manager while keeping the customer informed of timelines
• Analyse departmental performance metrics, including turnover, gross margin, and cost targets, to ensure strategic alignment
• Act as a business leader, taking accountability and driving daily operations
• Promote creativity, challenge the status quo, and introduce innovative ideas regionally and globally

Requirements

• Master’s degree or higher; a technical background is advantageous
• Experience in a B2B customer service environment
• Clear affinity with industrial equipment is preferred
• Adaptable and capable of managing change effectively
• Strong problem-solving skills with the ability to address challenges proactively
• Excellent communication skills in a multicultural environment
• Professional proficiency in English is essential
• Open-minded, positive, and eager to drive organisational success

This position offers the chance to lead and innovate within a global organisation, directly influencing customer satisfaction and business growth.