Customer Service and Order Tracking Deputy Manager

Department: Supply Chain
Work Location: Bangladesh

Job Description:
The Customer Service and Order Tracking Deputy Manager is responsible for assisting in managing the tracking and execution of eyewear product orders, ensuring a seamless and efficient process from order placement to delivery. This role involves close collaboration with international clients, local factories in Bangladesh, and supply chain teams to ensure product quality and delivery timelines meet client expectations. The position requires adapting to the local work culture in Bangladesh and demonstrating strong cross-cultural communication skills to enhance team efficiency and client satisfaction.

Key Responsibilities
1. Client Communication and Order Management:
• Communicate with international clients (primarily in Europe, America, and Asia) to confirm order details and ensure smooth delivery.
• Track order progress, ensuring all stages from raw material procurement to final delivery are completed on time.
• Handle client inquiries related to delivery and progress, providing professional solutions to maintain client satisfaction.
2. Production and Supply Chain Coordination:
• Collaborate closely with production, quality control, and logistics teams in Bangladesh factories to ensure orders meet quality standards.
• Coordinate with local suppliers to resolve production or logistics bottlenecks (e.g., raw material shortages or transportation delays).
• Adapt to Bangladesh’s manufacturing environment to ensure efficient order execution.
3. Team Management and Support:
• Assist the supply chain manager in managing the local customer service or order tracking team, assigning tasks and overseeing execution.
• Train local staff to enhance their professional skills and customer service awareness.
• Participate in optimizing order tracking processes, tailored to Bangladesh’s labor environment and industry characteristics.
4. Data Management and Reporting:
• Maintain accurate order records and generate progress reports for the manager.
• Analyze client feedback and order data to propose improvements and enhance the customer experience.
Qualifications
1. Education and Experience:
• Bachelor’s degree or higher in Marketing, International Trade, Business Administration, or a related field preferred.
• Minimum of 7 years of experience in customer service or order tracking, with at least 2 years in the eyewear or manufacturing industry preferred.
• Experience working in Bangladesh or other developing countries’ manufacturing sectors is a plus.
2. Professional Skills:
• Familiarity with eyewear production processes (e.g., lens processing, frame assembly, quality control) and related standards is an advantage .
• Proficient in ERP systems, CRM software, and office tools (e.g., Excel, Word).
• Basic data analysis skills, with the ability to create reports and identify process improvement opportunities.
3. Language Skills:
• Fluent in English and Mandarin (spoken and written), essential for seamless communication with international clients.
• Knowledge of Bengali or the ability to quickly learn the local language is preferred for effective collaboration with local teams and suppliers.
• Additional languages (e.g.,Bangla) are a plus.
4. Soft Skills:
• Excellent cross-cultural communication skills, with the ability to adapt to Bangladesh’s diverse work environment.
• Strong organizational and coordination skills, capable of managing multiple tasks in a fast-paced environment.
• Detail-oriented, with strong problem-solving skills and a client-centric mindset.
5. Industry Knowledge:
• Familiarity with Bangladesh’s manufacturing operations (e.g., labor-intensive production, logistics challenges) is an advantage.
• Knowledge of international trade processes, import/export documentation, and maritime logistics is an advantage.

Preferred Qualifications
• Prior experience in manufacturing or customer service/order tracking in Bangladesh or South Asia.
• Experience in supply chain management or quality control, capable of addressing challenges in the local manufacturing environment.
Work Conditions
• Work Hours: 6 days per week, 8 hours per day, with potential for flexible overtime based on Bangladesh factory operational needs.
• Work Environment: Based in a factory or office in Bangladesh, requiring adaptation to local infrastructure and climate conditions.

-Working experience in South East Asia countries

-Immediately available is highly preferred