Customer Service Manager

3 weeks ago


Singapur, Singapore FLINTEX CONSULTING PTE. LTD. Full time
Roles & Responsibilities

Position Summary :

This role is responsible for overall customer service function in Asia.


Role and Responsibilities

• Develop and implement Regional Customer Service strategy and People Development Plan including succession plans and/or organization changes to achieve department's sustainability and meet business needs.


• Develop CS management performance metrics to manage and lead the day-to-day Customer Service responsibilities including monitoring of all deliveries, month-end activities, cross-functional alignment, and communication.


• Maintain strong engagement with stakeholders to ensure conformance to order delivery, fulfilment

and customer satisfaction needed for business success.


• Regular engagement with Global Customer Service to maintain Global-Regional alignment.


• Manage back-orders and/or impact of supply interruptions on customers, provide timely updates and communications to customers by working together with internal and external stakeholders.


• Subject matter expert for all current and future systems and processes used in the Order-To-Cash

(OTC) and Master Data (MD) environment in APAC.


• Tracks key performance metrics, customer service performance data, and generates improvement

opportunities.


• To drive process improvements using data analytics and influence improvements across the

organization.


• Preparing and presenting monthly, quarterly, and annual reports of operations.


• Create a common framework and set of protocols for how we manage customers to support Sales.


• Responsible for Customer Service Team's actions to resolve any customer claims or complaints,

including processing customer returns or credit notes and follow up with logistics / quality for

resolution.


Job Requirements

• Bachelor’s degree in supply chain and or related field

• At least 8-10 years of relevant managerial working experience in a Manufacturing environment

• Knowledge of customer service, trade incoterms and customs procedures

• Knowledge of ERP system

• English -Excellent verbal and written communication skills for handling English speaking people

• Good Interpersonal, Communication, analytical and management skills

• A good team player and positive attitude

• Willing to take new challenges and make a difference.

• Willing to travel within Asia Pacific



Tell employers what skills you have

Management Skills
Sustainability
Annual Reports
Microsoft Office
Customer Loyalty
ERP
Supply Chain
Strategy
People Development
Customer Returns
Customer Satisfaction
Team Player
Customer Service
Data Analytics
Manufacturing

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