Customer Service Manager

1 day ago

Kowloon, Hong Kong SAR China Zeplinn Full time

Zeplinn, founded in 2010, is a European leading lighting company established in the vibrant and multicultural Greater Bay Area of Hong Kong. We enhance well-being by creating unique atmospheres with light. From designing lighting experiences to making them possible. Designed by lighting designers to optimize performance and emotional impact, our lighting solutions are acclaimed by retailers, hotels, residential developers, museums, and restaurants. Our website: This role is based in Hong Kong, directly reporting to the Group COO Responsibilities Customer Success team management Structure and streamline team and processes to accompany company scale up Ensure ways of working and processes are enforced, with complete and accurate tracking of pre-sales, ongoing projects and other tasks covered by the team Lead and coach junior team members, onboard new team members Ensure the timely and successful delivery of our solutions according to customer’s needs and objectives for maximum satisfaction Lead Quarterly Business Reviews with main client accounts, be the escalation point for all client accounts Account management Manage international client accounts in lighting projects Build up strong relationships with customers to understand their needs and explain our products and solutions added value Analyze project requirements and propose a complete lighting solution package Initiate and follow order processing with suppliers and other departments. Issue quotations, PI, Invoices, follow payment status Ensure site coordination, site meeting with contractors with the support of product engineers when required. Manage after-sales requests Build relationships with key partners: lighting design studios, distributors, general contractors Maintain and grow business with existing clientsLead RFP preparation and response Explore and develop leads generated by Marketing team and Business Developers Participate in industry events to build network and brand visibility Internal coordination Communicate with local & overseas Lighting Design teams for the concept design and to identify upstream opportunities Build collaboration with Procurement and Supply team to ensure products are manufactured and shipped on time, in full, with the adequate margin Liaise with Product and Engineering team for sourcing new products and new suppliers (OEM). Provide valuable input for our product range evolution to fit market expectations Build and maintain alignment with our Shanghai Customer Success team to ensure collaboration and balance of workload during peak seasons Qualifications Must have Drive to create and develop an activity from operational and business points of view Impeccable work ethics with accent on personal responsibility in delivering excellence (PRIDE) Experience navigating fast-paced environments with agile mindset Comfortable to manage both operational and strategic aspects of account and project management, with great attention to details Ability to convey clear and impactful messages in complex situations, with fluent spoken and written English Strong interpersonal skills in developing customer relationships as well as internal bridges Experience leveraging AI for improved efficiency Nice to have Experience in trading and manufacturing industries, especially in lighting Luxury retail and hospitality account management experience French and Chinese speaking and writing #J-18808-Ljbffr

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