Associate Manager – Customer Services

Location: Horana, Sri Lanka (Factory-Based)Employment Type: Full-Time | PermanentAbout the CompanyOur client is a leading British multinational organization specializing in industrial threads and textile-related materials. As one of the world's largest manufacturers of sewing thread, the company serves global industries including apparel, footwear, automotive, and performance materials. Renowned for its innovation, sustainability, and customer-centric approach, the company partners with some of the world's most recognized brands.Position OverviewWe are seeking an experienced and customer-focused Associate Manager – Customer Services to lead the Customer Services team while managing key customer accounts. This role is responsible for ensuring exceptional service delivery, strengthening client relationships, supporting digital transformation initiatives, and driving operational excellence.The ideal candidate will combine strong leadership capabilities with excellent customer relationship management skills and experience working with ERP systems and digital customer platforms.Key ResponsibilitiesLead, coach, and develop the Customer Services team to deliver outstanding customer experiences.Manage strategic customer accounts and build long-term business relationships.Ensure timely and accurate processing of customer orders, inquiries, and issue resolution.Support customer onboarding and adoption of digital platforms and customer service tools.Collaborate with Sales, Supply Chain, Production, and Planning teams to ensure seamless service delivery.Monitor customer service KPIs and identify opportunities for continuous improvement.Analyze reports such as Open Orders, pipeline reports, and inventory-related reports (including SLOB) to support business decisions.Resolve customer escalations professionally while maintaining high levels of customer satisfaction.Drive process improvements and implement best practices to enhance operational efficiency.Prepare regular reports and provide insights to management on customer service performance.Ensure compliance with company policies, quality standards, and operational procedures.RequirementsBachelor's Degree in Business Management, Marketing, Supply Chain Management, Information Technology, or a related discipline.Minimum 5 years of experience in Customer Service, Sales, Account Management, Client Relations, or a similar customer-facing role.At least 2 years of supervisory or team leadership experience is highly preferred.Experience working in manufacturing, industrial, FMCG, textile, or B2B environments will be an added advantage.Experience using ERP systems and customer relationship management platforms.Exposure to digital customer platforms and digital transformation initiatives.Ability to analyze operational reports and customer-related data.Strong Microsoft Excel and reporting skills.Interested candidates are encouraged to apply with their updated CVs to careers@talentstudio.io