About our client: International electronics company based in Batangas
The Customer Support Manager is responsible for overseeing the overall Business Management operation to ensure seamless execution of manufacturing accounts. This role serves as the critical bridge between multinational electronics clients and internal manufacturing operations. The ideal candidate will secure planned customer orders, foster strong client relationships, manage the Voice of the Customer (VOC), leverage demand forecasts for IPI (Integrated Product Introduction / New Product Introduction) benefits, and actively manage forward-looking production capacity to prevent bottlenecks.
Key Responsibilities and Duties
1. Operations & Business Management
- Manage overall Business Management operations to ensure client contractual obligations, KPIs, and service level agreements (SLAs) are consistently met.
- Achieve planned customer orders by aligning client demand with actual plant manufacturing schedules and output.
- Understand customer directions, long-term strategies, market trends, and competitor movements to proactively safeguard and grow IPI business interests.
2. Customer Relationship & VOC Management
- Build and maintain close relationships with multinational stakeholders, purchasing managers, and client-side planners.
- Ensure timely and effective Voice of the Customer (VOC) communication, ensuring customer feedback, concerns, and shifts in strategy are funneled accurately to upper management.
- Manage response times within committed limits to maintain an agile, customer-centric support ecosystem.
- Drive on-time closure of customer issues (e.g., quality complaints, delivery delays, engineering change orders) by coordinating closely with internal engineering, QA, and logistics sections.
3. Demand Forecasting & Capacity Management
- Manage and utilize customer forecasts effectively to strategically optimize raw material planning, inventory holding, and IPI benefits.
- Monitor day-to-day capacity situations in tandem with the production planning control (PPC) and manufacturing teams.
- Look-ahead Capacity Management: Proactively identify long-term constraints to avoid production capacity issues before they disrupt customer deliveries.
- Drive capacity bottleneck improvements by collaborating with industrial engineering and operations to scale throughput during peak seasons.
4. Leadership, Training, & Development
- Provide actual hands-on training and mentorship to senior specialists, customer service representatives, and account executives.
- Establish robust succession planning for all key team members to minimize operational risks during transitions.
- Hold full accountability for the team's overall output, accuracy of order entries, billing disputes, and activity results.
Job Requirements & Qualifications
Education & Experience
- Degree: Bachelor's Degree in Business Administration, Industrial Engineering, Supply Chain Management, or a related discipline.
- Experience: * Minimum of 5–8 years of experience in Customer Service Management, Account Management, or Production Planning in a multinational manufacturing environment.
- Strong background in the electronics or semiconductor industry is highly preferred.
- Proven experience handling multinational B2B accounts (e.g., Japanese, American, or European tech clients).
