Customer Service Operations Manager

Founded in the early 90'S, SgT is an international company owned by Worms Safety and headquartered in Hong Kong. SgT is specialized in apparels, textile and footwear and provides quality management solutions to major fashion brands, retailers and distributors across the globe. With 28 nationalities on board, SgT covers operations in 20 countries of textile production with team of 500+ garment experts, technicians, textile engineers, QA and auditors. SgT's solutions aim at helping our customers to secure safety, quality and conformity of their products. About the RoleAs the critical interface between our technical inspection teams and our global clients, you will take full ownership of the inspection operations lifecycle-from initial order receipt through to final report delivery and client follow-up. In this strategic role, you will lead and develop a dedicated customer service team while implementing best practices to enhance operational efficiency, accuracy, and client satisfaction. Your leadership will be instrumental in maintaining our reputation for professional, reliable, and timely service in the competitive textile inspection industry. Key ResponsibilitiesOperational Coordination & ExcellenceOrchestrate seamless coordination of inspections between suppliers, international customers, and internal teams (inspectors, planning, technical departments) to ensure smooth execution and on-time deliverySupervise the timely production and distribution of comprehensive inspection reports, maintaining the highest standards of accuracy and professionalismEnsure all necessary documentation, materials, and technical specifications are prepared and validated before each inspection to prevent delays or quality issuesMaintain full visibility of inspection status for each client, providing accurate and timely updates throughout the processTeam Leadership & DevelopmentLead, mentor, and develop team members to enhance their professional capabilities and independence in handling customer procedures and technical requirementsDesign and deliver training programs on garment quality knowledge, customer-specific procedures, and communication excellenceMonitor individual and team performance, identify areas for improvement, and implement targeted development initiativesFoster a culture of initiative, accountability, and continuous learning within the teamClient Relationship ManagementServe as the primary point of contact for assigned clients, maintaining proactive and professional communicationHandle client inquiries, comments, and complaints with diplomacy and efficiency, ensuring swift resolution and high satisfactionUnderstand and apply each customer's unique inspection procedures, quality standards, and administrative requirementsProvide consultative support to clients on inspection procedure improvements and updatesRisk Management & Process ImprovementProactively identify potential operational risks and implement preventive measures to avoid errors or service disruptionsAnalyze current workflows and propose innovative solutions to enhance efficiency, accuracy, and client experienceContribute recommendations for team organizational structure and process optimization based on evolving business needsCross-Functional CollaborationPartner closely with the accounting department to ensure complete and accurate invoicing information and monitor payment statusCoordinate with the technical department on claim analysis, providing necessary samples and documentation for quality investigationsDeliver regular performance reports and operational updates to the Branch ManagerSupport overall operations management and collaborate with other operational teams as needed

Required ProfileMinimum 10 years of hands-on experience as a merchandiser in the garment/textile industry with comprehensive understanding of the product lifecycleAt least 3 years of proven team supervision or management experience, demonstrating leadership capabilityDeep, practical knowledge of garment manufacturing processes, quality control methodologies, and industry standardsPrior experience in third-party inspection services or quality assurance environments is highly advantageous