Customer Service Manager

Position

Customer Service Manager – Automotive

Location

Vietnam

Reporting To

Sales Director / General Manager

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Job Summary

We are seeking a proactive and customer-focused Customer Service Manager to lead customer service operations for automotive customers, including OEMs and Tier 1 suppliers. This role will serve as the key liaison between customers and internal teams, ensuring excellent service levels, timely communication, order fulfillment, issue resolution, and overall customer satisfaction.

The successful candidate will have strong experience in automotive manufacturing, supply chain management, customer account management, and cross-functional coordination.

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Key Responsibilities

Customer Relationship Management

• Act as the primary contact for key automotive customers.
• Build and maintain strong relationships with OEM and Tier 1 customers.
• Ensure prompt response to customer inquiries, requests, and escalations.
• Drive customer satisfaction and long-term business partnerships.

Order & Program Management

• Manage customer orders, forecasts, demand changes, and delivery schedules.
• Coordinate with Production, Planning, Logistics, Quality, and Sales teams to ensure on-time delivery.
• Monitor order fulfillment and proactively communicate supply risks or delays.
• Support new product launches and program transitions.

Customer Issue Resolution

• Lead customer complaint handling and escalation management.
• Coordinate corrective and preventive actions with Quality and Operations teams.
• Track and ensure timely closure of customer concerns.
• Support customer audits and business reviews when required.

Cross-Functional Coordination

• Work closely with Sales, Engineering, Production, Supply Chain, and Quality teams.
• Facilitate communication between customers and internal stakeholders.
• Ensure customer requirements are clearly understood and executed.
• Support continuous improvement initiatives across customer service processes.

Performance Management

• Monitor customer service KPIs and drive improvement actions.
• Analyze customer feedback and identify opportunities to enhance service levels.
• Prepare customer reports, performance reviews, and management updates.

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Requirements

Education

• Bachelor's Degree in Business Administration, Supply Chain, Engineering, Automotive, or related field.

Experience

• Minimum 5-10 years of experience in Customer Service, Program Management, Supply Chain, Sales Support, or Account Management within the automotive industry.
• At least 3 years in a supervisory or managerial role.

Automotive Industry Background

Experience working with:

• Automotive OEMs
• Tier 1 Suppliers
• Tier 2 Suppliers
• Automotive Components Manufacturing

Preferred product experience:

• Automotive Electronics
• Wire Harness
• Connectors
• PCB/FPC
• Metal Stamping
• Plastic Injection
• Die Casting
• Bearings
• Powertrain Components
• EV Components

Technical Knowledge

• Understanding of automotive supply chain and manufacturing processes.
• Familiarity with:
  • IATF 16949
  • APQP
  • PPAP
  • Customer-specific requirements
  • ERP systems (SAP, Oracle, Microsoft Dynamics)

Key Competencies

• Strong customer-facing and communication skills.
• Excellent problem-solving and conflict management abilities.
• Strong project management and organizational skills.
• Ability to manage multiple customer accounts and priorities.
• Data-driven mindset with strong analytical skills.
• Fluent English communication.

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Preferred Target Companies

Potential candidates may come from:

• Bosch
• Denso
• Yazaki
• Sumitomo Electric
• Aptiv
• TE Connectivity
• Molex
• Lear Corporation
• Forvia (Faurecia)
• Valeo
• Schaeffler
• SKF
• Panasonic Automotive
• Kyocera
• Nidec
• Jabil
• Foxconn
• Meiko Electronics
• Fujitsu Components
• Sumitomo Wiring Systems

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KPIs

• Customer Satisfaction Score (CSAT)
• On-Time Delivery (OTD)
• Customer Complaint Closure Rate
• Forecast Accuracy
• Order Fulfillment Rate
• Customer Escalation Response Time
• Revenue Retention and Account Growth
• New Program Launch Support Success

 

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Your Safety and Data Security Matter to Us

Manpower is committed to a safe, secure, and transparent hiring process. We will never request any form of payment, banking details, or sensitive personal information at any stage of recruitment.

If you receive any suspicious communication claiming to be from Manpower, please report it immediately to: [email protected]

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