Customer Service Manager

Job Title: Customer Service Manager

Location: Jiaxing, Zhejiang, China

About the Company:

IPS Corporation is a global, market-leading provider of Water and Flow Management Solutions and Specialty Adhesives Solutions for applications where failure is not an option. Founded in 1954 in Los Angeles, CA, IPS began by producing clear cements for laminating acrylic sheet for aircraft canopies. We were first to produce reliable cement for use with PVC, CPVC, and ABS pipe and fittings, and first to introduce plastic recessed washing machine and ice maker outlet boxes. Since then, we have expanded our offering to more than 10,000+ products and solutions across multiple fast-growth industries such as residential and commercial construction, irrigation, pool & spa, marine or industrial manufacturing.

Today our industry leading products are proudly manufactured at facilities throughout the world and available through a nationwide network of customer-focused distributors. We offer premium brands, world-class customer service, seamless processes, and a global supply chain. IPS, through its three operating companies, operates 13 manufacturing plants in the US,

Europe and China supporting sales to over 85 countries.

IPS Corporation is a portfolio company that is part of Centerbridge Partners. Centerbridge Partners, L.P. is a private investment management firm employing a flexible approach across investment disciplines - private equity, private credit and real estate - in an effort to develop the most attractive opportunities for its investors. The Firm was founded in 2005 and has

approximately $36 billion in capital under management with offices in New York and London. Centerbridge is dedicated to partnering with world-class management teams across targeted industry sectors and geographies. For more information, please visit www.centerbridge.com.

About the Role:

We operate an automated manufacturing plant and R&D center in Jiaxing, China, with well-developed sales network covering key Asia-Pacific markets. To accelerate our regional expansion, we are seeking outstanding business talents to explore new growth opportunities across APAC.

Key Responsibilities

• Team Management & Task Allocation
  • Establish customer service SOPs, oversee two divisions' customer service, and allocate responsibilities.
  • Provide guidance, training, and performance reviews to improve team efficiency.
  • Practical operation on the front lines of customer service.
• End-to-End Order Management & Delivery Coordination
  • Manage full lifecycle of order processing for two divisions.
  • Coordinate with teams of production, warehousing, and logistics;
  • Track logistics for on-time delivery.
• Customer Complaint & Abnormal Issue Resolution
  • Handle customer inquiries, delays, and complaints.
  • Coordinate teams to identify causes and solutions.
  • Proactively update customers to minimize risks and sustain partnerships.
• Administrative Support for Business Teams
  • Support teams with sample preparation, packing, and dispatch with tracking.
  • Collect and file customer data in a unified system.
  • Screen online inquiries, distribute leads to sales, and maintain records for follow-up.
• Daily Customer Relationship Management & Feedback Collection
  • Address key customers' daily needs. Regularly collect feedback and submit summaries to teams.
  • Drive optimization of workflows and services.
• Document Filing, Data Analysis & Reporting
  • Standardize filing of business records.
  • Compile regular reports on KPIs like on-time delivery rate, complaints, and inquiry conversion rate.
• Cross-department Collaboration & Process Optimization
  • Communicate with cross-department teams to streamline collaboration on delivery, reconciliation, payment, and after-sales.
  • Identify workflow bottlenecks and implement improvements.

Qualifications

• College diploma or above. Preferred majors: Business Administration, Supply Chain Management or related.
• 3+ years manufacturing customer service experience with team management. Capable of balancing operations and supervision.
• Experience in adhesives, chemicals, or related industries preferred.
• Knowledge of full-cycle industrial customer service. Proficient in order processing, coordination, logistics, and complaint resolution. Able to handle frontline tasks independently.
• Strong team management skills. Skilled in allocation, appraisal, coaching, and establishing SOPs.
• Excellent communication skills for internal coordination and external customer relations.
• Strong problem-solving skills, able to handle urgent issues such as delivery delays and quality disputes efficiently.
• Skilled in information sorting and data classification, proficient in maintaining customer databases.
• Meticulous and detail-oriented with strong data literacy, able to independently compile and analyze operation reports.
• Able to work under high pressure; customer-oriented and well-organized.
• Fluent English for daily business communication.
• Proficient in MS Office suite and ERP systems; hands-on experience with E1 is preferred.

What We Offer

• Global corporate platform with international cross-functional teams.
• Clear career growth paths.
• Systematic training programs.
• Competitive remuneration package.