Deputy Customer Service Manager (Chemical/Paint Industry)

Play a key role in assisting the Customer Service & Autotint Manager to manage the Customer Service and TCW operations, ensuring supply best quality service, good operations of TCW (TOA Color World) and achieve high customer satisfaction; developing a long-term customer service vision and strategy aligned with the company’s overall business objectives.

1. Customer Services:

• Ensure all customer service requests are received and completed (technical consultation, paint system introduction, provision of technical documents, mock-ups, site supervision, and inspection of product quality and coating film performance).
• Manage all customer complaints regarding product quality and services, to ensure customer satisfaction and uphold the company’s reputation.
• Responsibility for implementing product quality warranty policies and provide technical supervision.
• Coordinate with Sales and Marketing teams to expand the loyal customer base through advertising programs, promotions, seminars, customer conferences, and product training.

2. Autotint Technical Service (TCW):

• Manage and operate the TCW autotint system, including strategy development, new investments, after-sales activities, and technical support to ensure efficient and high-performance operation for customers.
• Manage all of TCW autotint technical service request.
• Ensure effective execution of machine installation and retrieval, provide operation guidance, calibration, and setup of product formulas and pricing.
• Ensure providing preventive maintenance services and control spare parts inventory, overhaul & renewal for autotint machine.

3. Budget and Risk Management

• Plan, manage and control allocated budgets for Customer Service and Autotint operations.
• Optimize resources to ensure that investments in technology, machinery, and tools deliver maximum value.
• Identify, assess, and mitigate operational and financial risks to ensure cost efficiency and compliance.

4. Team Leadership and Development:

• Train and coach painters and saleman on TOA product knowledge and application (theoretical and practical).
• Lead and develop the Customer Service and Autotint team to establish a professional service culture and define clear performance objectives for team members.
• Operate customer service processes in compliance with the company’s policies, regulations, and DOA, while continuously improving technical service processes and customer complaint handling procedures.
• Coordinate with R&D, QC and Marketing teams in product improvements.

5. Perform other related duties as assigned

• Bachelor Degree of Chemical Engineering or related field.
• At least 10 years of experience, including at least 4 years in managerial roles in Customer Service and Autotint operations in paint/ chemical/ coating industries.
• Strong understanding of customer service in manufacturing within the decorative paints, industrial coatings, marine coatings, and construction chemicals industries.
• Data analysis and market trend analysis skills
• Experience in supporting Project Sales.
• Excellent communication, problem-solving skills, negotiation and customer service skill.
• Strong leadership & people management.
• Experience working collaboratively with stakeholders.
• Fluently in speaking and writing in English.
• Advanced Microsoft Office skills, Excel, PowerPoint and presentation are a plus.
• Initiative, able to work under pressure, intelligent, willing to travel.