Your tasks

Lead and manage the Customer Service (CS) team for Softline, ensuring effective coordination, timely communication, and a high standard of customer engagement.

Develop and implement CS strategies, processes, and KPIs to improve efficiency, client satisfaction, and team performance.

Oversee the full cycle of customer service activities, from client onboarding to final report delivery, ensuring quality standards and turnaround time are met.

Ensure brands manuals and customer specific requirements are known and followed by the team.

Provide strategic guidance and hands-on support for:

Client communication (inquiries, specifications, testing manuals)

Sample coordination and testing requirements

Contractual agreements and report follow-up

Monitor job progress and collaborate closely with lab teams and technical departments to ensure service alignment with client expectations.

Supervise and support handling of subcontract jobs, including coordination with international courier services.

Ensure compliance with financial processes (quotations, billing follow-up, etc.) and assist in forecasting CS workload and resource planning.

Drive training, coaching, and development of the CS team, including updates on new client requirements and internal procedures.

Collaborate with the Lab Management System administrator to support training initiatives and system implementation.

Identify and lead continuous improvement initiatives across the CS function, leveraging data and client feedback.

Serve as the main point of escalation for customer-related concerns and internal cross-functional collaboration.

Other duties relevant to this level assigned by Superiors.

Your qualifications

Bachelor’s degree in chemistry, Business Administration, or a related field.

Minimum 6 years of experience in Customer Service within the TIC (Testing, Inspection, Certification) industry, including at least 2 years in a leadership/managerial role.

Strong knowledge of textile, apparel, or footwear testing processes and standards; familiarity with ISO 17025 is a strong advantage.

Excellent client-facing and interpersonal skills; ability to manage difficult conversations professionally and effectively.

Proven ability to lead teams, motivate individuals, and manage performance based on KPIs.

Detail-oriented with strong organizational and problem-solving skills.

Proficient in MS Office; experience with LIMS or ERP systems is a plus.

Strong English communication skills (at least B level or equivalent).

A proactive, strategic thinker with a strong sense of ownership and accountability.

Additional Information

Benefits:

Working in an international dynamic and friendly environment

15 annual leave days, 15 paid sick leave days, Christmas leave

13th-month salary, performance-based bonus, depending on business results

Social insurance, health insurance, unemployment insurance base on full basic salary (Vietnamese Law)

Insurance benefit package (Accident insurance 24/7, Health care insurance, Business travel insurance), Annual health check-up

Free parking

Ad-hoc staff engagement events, team-building activities and company trip

Opportunities to participate in the company’s training programs, LinkedIn Learning license (fee supported by the company based on policy)

About TÜV SÜD – a Global Employer

At TÜV SÜD, almost 28,000 employees work together for a safer and more sustainable world. Since our beginnings of close to 160 years ago, we have grown constantly. There is a constantly evolving variety of job profiles in all of TÜV SÜD’s professional fields. Depending on your qualifications and interests, you could join us as a technical expert, test engineer or analyst, inspection specialist, auditing and certification specialist, business support specialist or in many other roles.