Manager Customer Support

Deskripsi Pekerjaan

Filtrona is the only global, independent market leader in the design, testing and manufacturing of specialist filter solutions and related scientific services. With a head office in Singapore, Filtrona has 9 manufacturing facilities across Europe, America, and Asia, together with 2 innovation centres, an accredited laboratory and a Centre of Excellence focused on sustainability. The company has 2,000 employees serving customers across 120 countries.

Our purpose is to support partners to transform and benefit from business growth; we succeed when they succeed. Our mission is to be a responsible, customer-focused innovation leader creating excellence in sustainable solutions for today and tomorrow.

For more information, please visit www.filtrona.com.

About the Role

The Manager, Customer Support drives service excellence by leading and driving continuous improvement initiatives, strengthening KPI performance, and optimizing processes to deliver an agile and high‑quality customer experience. S/he will lead and develop a collaborative, customer‑focused team grounded in accountability, teamwork, and a continuous improvement mindset.

This role can also be based in Bangkok (Thailand).

Customer Relationship & Service Management

• Serve as the primary contact for assigned customer accounts, managing enquiries, requests, demand management, pre-onboarding and communication to ensure timely and professional responses.
• Build strong relationships with customers through a deep understanding of our brand and their needs.
• Represent Filtrona in customer meetings related to products, delivery performance, service levels and quality performance KPIs.
• Manage and resolve customer issues and escalations, including delivery delays, quality concerns and service disruptions by working closely with internal cross-functional teams to ensure timely resolutions.
• Lead continuous improvement and customer satisfaction initiatives (Voice of Customer survey). Review, develop, and implement strategies to enhance the customer experience. Monitor and analyze trends in customer feedback and behavior to identify areas for improvement. Conduct regular reviews of customer interactions to ensure quality and consistency.
• Ensuring contract execution and commitments (customer's and Filtrona's) are managed on a timely basis.

Commercial Performance Management

• Coordinate closely with cross-functional team such as Production, Supply Chain and Sales team to ensure smooth order processing, delivery fulfilment, and accurate communication with customers.
• Monitor and track customer purchase trends to provide reliable forecast, manage order phasing, identify churn risks and promote upselling/cross-selling.
• Work closely with Sales & Key Accounts Manager and contribute to sales and business development activities.
• Develop and implement standardized manuals and procedures for the customer support team to ensure efficient, consistent and high quality service delivery, improve response time and minimize number of escalations.
• Minimization of leakages and obsoletes at plant level, control over extra-costs to be re-invoiced to customers/improvement of cost leakage through internal CI management.
• Formulate guide, conduct and track detailed account analysis and planning on customer’s data, track and present KPIs using internal systems such as SAP, Salesforce and Power BI, etc to ensure both customer and Filtrona performs Contractual commitments.
• Oversee the onboarding of new customers, including KYC and profile setup in relevant systems (FS/SAP, etc).
• Manage accounts receivable and credit limits, including communication of letter of credit information provided by the Order Management team.

Team Leadership & People Management

• Lead, manage and develop team members, ensuring high level of performance, engagement and service quality.
• Recruitment and onboarding of newcomers, elaboration of job descriptions with clear cut roles and required skills.
• Identify and develop talent, not limited to succession planning.
• Act as a player - coach to provide guidance and support to team members to drive customer centricity.
• Set clear objectives, performance expectations and KPIs aligned to customer satisfaction, response time, OTIF and Contractual/Internal service guidelines.
• Drive continuous improvement initiatives to enhance service level to customers, and operational efficiency by incorporating customer feedback and VOC.
• Advocate system usage and storage of data on relevant system.

What we are looking for

We are seeking an experienced professional with a Bachelor’s degree in Marketing, Business Administration, or a related field (or equivalent experience). The ideal candidate will bring 8–10 years of relevant experience in customer support, commercial operations, or a related discipline, including at least 2–3 years of team leadership.

Success in this role requires excellent communication and problem-solving skills, patience and positivity in customer interactions, and strong product knowledge. We value individuals who are proactive, adaptable, and skilled in conflict resolution, negotiation, and relationship building. Strategic thinking, account management expertise, and effective time management are essential, along with a collaborative spirit that contributes to a positive team environment.

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