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Shadow Flies is a leading wholesale manufacturer of premium salmon and fishing flies, as well as a trusted supplier of epoxy realistic eyes and other high-quality products for fly tying and lure making. We have been manufacturing premium hand-tied fishing flies in Chiang Mai since 2009 and currently supply customers in more than 40 countries around the world. As our business continues to grow, we are looking for a talented and motivated professional to join our team in San Kamphaeng, Chiang Mai, as an Office Coordinator & Customer Service . Because almost all of our customers are overseas, excellent English communication skills are essential for this position . We are looking for someone who can communicate confidently and professionally in English, both spoken and written, while helping to coordinate communication between our international customers and the different departments within Shadow Flies. Job Summary The Office Coordinator & Customer Service is responsible for helping ensure the smooth day-to-day operation of the office while providing excellent customer service to our international clients. This is not simply an administrative position. The successful candidate will act as an important link between customers and our internal teams, helping ensure that questions, requests, orders, problems and follow-up actions are properly communicated and completed. This role requires strong organisational skills, excellent English communication, attention to detail, initiative and the ability to take responsibility for matters from beginning to end. Key Responsibilities Coordinate daily office operations to help ensure efficiency and good organisation. Maintain an organised and professional office environment. Assist the CEO with administrative and personal assistant duties when required. Communicate professionally with international customers by email, WhatsApp and other agreed communication channels. Respond clearly and promptly to customer enquiries. Help customers with questions regarding orders, samples, products, deliveries and other requests. Provide accurate information about Shadow Flies products and services. Coordinate with production, stock, purchasing, packing, shipping and other departments to ensure customer requirements are understood and followed through. Follow up customer requests and outstanding issues to make sure nothing is forgotten. Keep accurate records of customer communications, requests and unresolved matters. Take ownership of customer issues and follow them from beginning to end rather than simply passing them to another department. Make sure customers receive appropriate updates when circumstances, production schedules, orders or deliveries change. Handle customer feedback, complaints and requests calmly and professionally. Build and maintain positive relationships with both customers and internal staff. Help improve the structure, organisation and effectiveness of customer service within Shadow Flies. Support communication and coordination between different departments to ensure smooth business operations. Qualifications and Skills Fluency in both Thai and English is one of the most important requirements for this position. Candidates must be able to communicate fluently and confidently in Thai with our local team, while also speaking and writing English to a very high professional standard when communicating with international customers. We are looking for someone who: Has a Bachelor’s degree in any field. Speaks and writes English to a very high standard. Is comfortable communicating directly with customers from Europe, the UK, USA and other international markets. Has excellent communication and interpersonal skills. Is organised and able to manage several customer requests or issues at the same time. Pays close attention to detail. Has strong organisational and multitasking abilities. Has good problem-solving skills. Is confident enough to ask questions when something is unclear. Takes ownership and responsibility and follows matters through to completion. Communicates effectively with different departments and different levels of staff. Remains calm, polite and professional when dealing with problems or complaints. Is comfortable working as part of a Thai team in an international business. Is proficient in Microsoft Office, including Word, Excel and Outlook. Has a positive attitude, professional conduct and a customer-focused mindset. Is willing to learn about fishing flies, fly tying, lure-making products and our manufacturing process. Previous experience in customer service, administration, office coordination or an international business environment will be given special consideration. Industry Experience Previous knowledge of fly fishing or fly tying is NOT required. We can teach the successful candidate about our products, customers, manufacturing processes and industry. What is much harder for us to teach is excellent English, strong communication skills, organisation, initiative, attention to detail and a genuine sense of responsibility. Who Would Suit This Role? This position may suit someone who has previously worked in: International customer service Office administration or coordination Export businesses Hotels or hospitality International sales support Logistics Airlines International schools or organisations Businesses where English is used every day We are more interested in finding the right person with the right attitude, communication ability and sense of responsibility than someone who already knows the fly-fishing industry. Before Applying We expect candidates to research Shadow Flies before applying. Please visit www.shadowflies.com to understand who we are, what we manufacture and the international customers and industry we serve. Candidates invited for an interview should come prepared to discuss what they have learned about Shadow Flies. There will be opportunities for increased responsibility and career development for the right person as they learn the business and demonstrate their capabilities.
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