[HCM - Tan Phu] Assistant Customer Services Manager - Softlines (TIC Background)

Company Description

Eurofins Scientific through its subsidiaries is a world leader in food, environment, pharmaceutical and cosmetic product testing, discovery pharmacology, forensics, advanced material sciences, and in agroscience Contract Research services. It is also one of the global independent market leaders in genomics and in the support of clinical studies, as well as in BioPharma Contract Development and Manufacturing. In addition, Eurofins is one of the key emerging players in specialty esoteric and molecular clinical diagnostic testing in Europe and the USA. With ca. 62,000 staff across a network of over 1,000 independent companies in 62 countries and operating over 900 laboratories, Eurofins offers a portfolio of over 200,000 analytical methods for evaluating the safety, identity, composition, authenticity, origin and purity of biological substances and products, as well as for innovative clinical diagnostics. The objective of Eurofins companies is to provide their customers with high-quality services, accurate results on time and expert advice by their highly qualified staff.

Job Description

The Customer Service Manager is responsible for leading the Customer Service team, ensuring excellent customer experience, managing customer relationships, tracking business performance, and supporting revenue growth through effective customer engagement, complaint management, and business analytics.

Customer Service Management

• Lead and manage the Customer Service team.
• Ensure timely and professional handling of customer inquiries, quotations, orders, and service requests.
• Maintain high levels of customer satisfaction and customer retention.
• Build strong relationships with key customers.

Revenue Tracking & Forecasting

• Monitor monthly revenue performance by customer, service line, and business unit.
• Prepare weekly and monthly revenue reports.
• Develop revenue forecasts and support business planning activities.
• Work closely with Sales, Finance, and Laboratory teams to support revenue growth.

Customer Complaint Management

• Manage customer complaints and coordinate investigations with relevant departments.
• Ensure timely closure of complaints and implementation of corrective actions.
• Monitor complaint trends and drive continuous improvement initiatives.

Team Management

• Recruit, train, coach, and develop Customer Service personnel.
• Set team objectives and monitor performance.
• Improve team productivity and effectiveness.

Process Improvement

• Identify and implement process improvements to enhance customer experience and operational efficiency.
• Support digitalization and system improvement projects.
• Develop reports and dashboards to support management decision-making.

Qualifications & Experiences

• Bachelor's degree in Business, Science, Marketing, or related fields.
• Minimum 5 years of experience in Customer Service, Operations, or Business Support.
• Minimum 2 years of people management experience.
• Strong analytical, communication, and leadership skills.
• Good command of English.

Why Join Eurofins?

• Opportunity to work in a leading global laboratory and life sciences company.
• Exposure to regional finance operations and international stakeholders.
• Dynamic, professional, and collaborative working environment.
• Clear career development opportunities within finance and controlling functions.
• Competitive compensation and comprehensive employee benefits package.