Customer Service Manager (Manufacturing)

To be responsible for all activities of the Customer Service Team of a given country, including but not limited to overseeing, leading, inspiring and supporting the team to ensure they are customer-focused and ready to deliver timely and accurate responses and services within the established policies and procedures.

Customer Service Manager

Salary: Competitive and based on experience

Location: Jakarta

Keywords: collaborative, agile, customer-focused, inclusive, supportive leadership, diverse team, sustainability, engagement, training opportunities, global vision

A leading global manufacturer and innovator in the textiles and performance materials sector is seeking a Customer Service Manager to join their operation. This is an exceptional opportunity for you to play a pivotal role in shaping the customer experience for a world-renowned organisation, celebrated for its inclusive culture, commitment to sustainability, and dedication to employee wellbeing. As Customer Service Manager, you will be empowered to build and nurture a high-performing team, drive continuous improvement, and champion best practices that set new standards in service excellence. The company’s collaborative ethos, diverse workforce, and focus on personal growth create an environment where your contributions are valued and your career can flourish. With a proud heritage spanning over 250 years and a future-oriented approach, this organisation offers you the chance to make a meaningful impact while enjoying flexible working opportunities, ongoing training, and the support of a truly global network.

• Join a globally recognised leader in textiles and performance materials with operations in over 50 countries and more than 19,000 employees worldwide; benefit from a workplace that has been consistently ranked among the world’s best for its culture of engagement, diversity, and innovation.
• Take ownership of the customer service function in Jakarta, building and leading a world-class team dedicated to delivering timely, accurate, and empathetic support to customers across multiple industries including apparel, footwear, automotive, telecoms, and outdoor goods.
• Enjoy access to extensive training opportunities, supportive leadership committed to your professional development, and the chance to contribute to ambitious sustainability goals as part of an organisation that values every individual’s unique perspective.

What you'll do:

As Customer Service Manager based in Jakarta, you will be entrusted with overseeing all aspects of the customer service function for your country. Your daily focus will be on inspiring your team to deliver prompt and accurate responses while upholding established policies designed around customer satisfaction. You will act as both mentor and advocate—ensuring each team member feels supported in their growth journey while also serving as an ambassador for service excellence across departments. By collaborating closely with colleagues at every level of the business as well as strategic customers from diverse sectors such as apparel or automotive manufacturing, you will help shape processes that drive efficiency without compromising empathy or quality. Your ability to implement global strategies locally will ensure consistency in standards while allowing room for innovation tailored to market needs. Success in this role means not only meeting but exceeding expectations—delivering measurable improvements in customer satisfaction scores while cultivating an engaged workforce ready to adapt alongside evolving business priorities.

• Provide day-to-day leadership and guidance to the Customer Service Team by ensuring all members have the resources and support needed to deliver outstanding service.
• Oversee complex or sensitive customer issues with empathy and professionalism, acting as the primary escalation point for critical matters.
• Consult with internal teams as well as major customers to identify areas for improvement in service quality, efficiency, and effectiveness.
• Implement global strategies for customer service by co-developing policies, procedures, and best practices tailored to local needs while aligning with international standards.
• Develop key performance indicators (KPIs) that reflect shared goals within the global customer service function and monitor progress towards these objectives.
• Evaluate team performance using established competency frameworks; provide regular feedback through coaching, mentoring, and formal reviews.
• Plan staffing requirements by recruiting, selecting, orienting, training, assigning tasks, prioritising workloads, and delegating responsibilities appropriately.
• Drive engagement within the team by fostering motivation, recognising achievements, and nurturing accountability so that everyone feels connected to shared outcomes.
• Build strong relationships with key customers by managing their day-to-day activities where applicable and ensuring their needs are met promptly.
• Champion a culture of continuous learning by identifying training needs within the team and facilitating relevant development programmes.

What you bring:

To excel as Customer Service Manager in this dynamic environment, you will bring substantial experience leading operational teams within customer-centric organisations—ideally those operating at scale or across multiple markets. Your background should include not only hands-on management but also strategic planning: setting clear objectives for your team that align with wider business ambitions. You are adept at navigating complex situations with sensitivity—whether resolving escalated issues or supporting staff through periods of change—and possess excellent communication abilities that bridge cultural or linguistic divides. Your understanding of industry trends allows you to anticipate challenges before they arise while your commitment to ongoing learning ensures both personal growth and collective advancement. Above all else, your passion for nurturing talent sets you apart: you see every interaction as an opportunity to inspire confidence in others while reinforcing shared values around inclusivity, respectfulness, and mutual support.

• Fluency in both English and Bahasa Indonesia is essential for effective communication with local teams as well as international stakeholders.
• A bachelor’s degree in a relevant field provides you with foundational knowledge necessary for success in this position.
• Demonstrated experience motivating others at all levels ensures you can foster collaboration within diverse teams.
• A proven track record of adapting successfully within changing environments highlights your resilience and flexibility.
• Strategic thinking skills enable you to anticipate future trends in customer service delivery while remaining focused on current operational excellence.
• At least seven years’ experience managing operational customer service teams equips you with deep insights into best practices for people management.
• Experience developing KPIs aligned with broader organisational goals demonstrates your ability to translate strategy into actionable plans.
• Strong interpersonal skills allow you to build trust-based relationships with both colleagues and key customers alike.
• A forward-thinking mindset ensures you remain visionary about how customer service can evolve alongside shifting market demands.

What sets this company apart:

This organisation stands out as one of the most respected names in its field—not just because of its rich heritage or impressive global footprint but due to its unwavering commitment to people-first values. Employees here enjoy being part of a community where diversity is celebrated across more than 65 languages spoken by colleagues from 50 different nationalities. The company’s recognition among the Top 25 World’s Best Workplaces™ reflects its dedication to creating an environment where everyone feels they belong—a place where engagement initiatives are woven into daily life so that every voice is heard. Sustainability isn’t just a buzzword; it’s embedded into everything they do—from pioneering eco-friendly materials at state-of-the-art Innovation Hubs through participation in UN Global Compact initiatives aimed at achieving net-zero emissions by 2050. Whether it’s generous investment in training programmes or robust health & safety measures designed around employee wellbeing—the company goes above and beyond standard practice so that each person can thrive professionally while making a positive impact on communities worldwide. If you’re looking for more than just another job—for a purpose-driven career surrounded by passionate peers who care deeply about what they do—this is where your journey begins.

What's next:

If you are ready to take on this rewarding challenge and become part of an inclusive team shaping tomorrow’s customer experiences today, we encourage you to apply now!

Apply today by clicking on the link provided—your next great career move awaits.

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.