CUSTOMER CARE LEADER – INTERNATIONAL BUSINESS

International Customer Relationship Management

• Build care plans for each customer or customer group, segmented by volume, value, potential and churn risk.
• Stay in regular contact to understand satisfaction levels, new needs, inventory, forecasts and the timing of the next order.
• Adapt communication to the culture, time zone and business practices of each market; collect customer feedback and turn it into improvements.

Driving Volume from Existing Customers

• Work with the team to deliver the assigned volume plan from OEM customers and Lotusrice distributors.
• Build a Repeat Order calendar and remind customers to order in line with production, packaging and shipping lead times.
• Identify customers who are buying less or have stopped buying, analyze the causes, and carry out retention/recovery plans.
• Propose larger order sizes, higher purchase frequency and SKU expansion; work with International Sales on growth plans for key accounts.

Order and Complaint Management

• Track orders from PO receipt through delivery and completion of documents; verify the accuracy of PO data; coordinate with Sales, Planning, Production, QA/QC, Logistics and Finance.
• Receive, classify and coordinate the handling of complaints (quality, packaging, delivery, documents) until the customer receives an official response; propose measures to prevent recurrence.

Team Management

• Assign customers, regions and tasks; set individual goals and evaluate each member’s performance.
• Train and coach the team on international communication, situation handling, rice product knowledge and order processes.

Data, Reporting and Improvement

• Manage customer, order, forecast and complaint data in the CRM/ERP; build dashboards and weekly/monthly/quarterly reports.
• Standardize SOPs, checklists, email templates, and handover and escalation procedures.

A – Attitude

• Puts the customer at the center, takes ownership and follows issues through to resolution.
• Commercial mindset: understands that customer care is tied to retaining and growing volume.
• High EQ; calm and patient with demanding customers and time-zone pressure.
• Honest, never over-promises, and protects confidential information.

S – Skills

• Fluent English in emails, meetings and commercial discussions (to be tested during interviews); Chinese is plus.
• Cross-cultural communication; persuasion and negotiation to get customers to confirm forecasts and POs.
• Relationship management and early detection of churn risk; handling complaints under pressure.
• Leading, assigning work to and coaching a small team.
• Strong Excel/Google Sheets and PowerPoint; able to build reports and track data.

K – Knowledge

• College/University degree or higher; preferably in Business Administration, International Business, Foreign Trade, Logistics, Languages or related fields.
• Understanding of export procedures, Incoterms at a practical level, booking, documentation and lead times.
• Basic knowledge of rice/food products: product lines, basic quality criteria, specifications, packaging and storage.
• Understanding of the OEM and branded-distribution models; familiar with retention, repeat order, forecast and SLA concepts. CRM/ERP knowledge is an advantage.

E – Experience

• Around 5 years or more in Customer Service, Customer Care, Account Management, Sales Support or International Business; food, agricultural products, FMCG and export backgrounds preferred.
• A track record of retaining customers, generating repeat orders, recovering lost accounts or growing volume from existing customers, beyond purely transactional order handling.
• At least 1–2 years coordinating or supervising a team, or experience leading a team or cross-functional project.