Customer Service Lead Vacancy at Taeillo Limited

The Business Manager will be responsible for managing the customer support function within the furniture manufacturing business. The role ensures seamless communication between customers, production, logistics, and sales teams, manages escalations related to orders, deliveries, and product quality, and drives customer satisfaction.while delivering excellent pre-sales and after-sales support.

Bachelor’s degree in Business Administration, Customer Relations, or a related field 3–5 years of customer support or customer service experience, preferably in manufacturing, furniture, or retail At least 1–2 years in a leadership or supervisory role Strong understanding of made-to-order or customized furniture processes is an advantage Excellent communication, problem-solving, and conflict-resolution skills Proficiency in CRM systems, order tracking tools, and Microsoft Office. Key Competencies: Leadership and people management Customer-centric mindset Strong coordination and follow-through Attention to detail and quality standards Ability to work under pressure and meet deadlines.

Team Leadership & Operations: Lead, supervise, and coach the customer support team to meet service standards and KPIs Handle complex customer escalations professionally and promptly. Customer Support & After-Sales Service: Oversee order-related inquiries including quotations, order confirmation, production timelines, and delivery schedules Manage customer complaints relating to product quality, measurements, finishes, damages, or delays Coordinate after-sales services such as repairs, replacements, installations, and warranty claims Ensure accurate and timely customer updates throughout the production and delivery process. Cross-Functional Coordination: Liaise closely with production, upholstery, finishing, warehouse, and logistics teams to resolve customer issues Work with sales and showroom teams to ensure proper order documentation and customer expectations Escalate systemic issues to management and recommend process improvements. Reporting & Process Improvement: Track and analyze customer support KPIs (response time, resolution time, repeat complaints) Prepare weekly and monthly customer service reports for management Identify recurring product or service issues and collaborate with factory supervisors for corrective action.