Customer Service Supervisor - Hai Phong

-       Take overall responsibility and accountability for the performance of the CS Team.

-       Organize and allocate team resources to manage daily operations, including customer inquiries, test planning, quotation preparation, sample receipt and dispatch, test report follow‑up, invoicing and debt collection.

-       Assign tasks to subordinate staff and supervise daily execution to ensure accuracy, timeliness and service quality. Train, coach and evaluate new team members to ensure quick adaptation and compliance with service standards.

-       Coordinate closely with the Sales Team to support client engagement and contribute to revenue and profit generation.

-       Take direct responsibility for debt collection, follow up on outstanding payments and ensure timely settlement according to company procedures.

-       Review draft test reports and close completed jobs in the absence of the Report Supervisor.

-       Manage Customer Service‑related Quality Management System documentation, including SOPs, forms, guidelines and quality database updates.

-       Investigate customer complaints and claims, identify root causes, propose corrective actions for management approval and respond professionally to clients.

-       Implement improvement actions to prevent recurrence and enhance customer satisfaction.

-       Prepare weekly highlights, monthly reports for the Food Lab Manager.

-       Ensure full compliance with Quality, Health, Safety and Environment (QHSE) requirements in all Customer Service activities.

-       Perform other tasks as assigned by the Food Lab Manager.

-       Graduated College or above Analytical Chemistry, Organic Chemistry, Food Technology, Business Administration or a related majors.

-       Minimum 3–5 years of experience in Customer Service or Customer Support, preferably in laboratory services, food testing, inspection, certification or other B2B environments.

-       Prior experience in a supervisory or team‑leading role is strongly preferred.

-       Experience in handling customer complaints, invoicing and debt collection is an advantage.

-       Strong leadership and team management skills with a customer‑focused mindset.

-       Good communication and coordination skills to work effectively with Sales, Operations and other teams.

-       Strong organizational, time‑management and multitasking abilities.

-       Proficient in MS Office and customer management systems; experience with laboratory systems is a plus.

-       Good spoken and written English.