Job Summary

• 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.

Key Responsibilities
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

Qualifications & Requirements

• 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.