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Customer Service Manager

2 months ago

Singapore TRELLEBORG SEALING SOLUTIONS SINGAPORE PTE. LTD. Full time
Roles & Responsibilities

Tasks & Responsibilities:

· Lead, train, and motivate the customer service department to ensure a high-performing team.

· Process customer orders and manage demand against supplier deliveries to meet and exceed On-Time Delivery (OTD) targets.

· Collaborate with internal teams and external customers to proactively resolve issues related to customer blanket orders and pricing, minimizing risks to the organization.

· Evaluate customer forecast and monitor customer inventory management planning.

· Collaborate with sales, finance, and supply chain management (SCM) teams to streamline processes and enhance operational efficiency.

· Identify areas for improvement, provide proactive communication, analysis, and problem solving to team members.

· Develop and maintain standard operating procedures and best practices.

· Ensure timely and accurate resolution of customer issues to enhance the overall customer experience.

· Work closely with SCM, factory or the APAC Customer Service team to address customer needs and resolve issues effectively.

· Coordinate with the sales team to align customer service strategies with sales objectives.

· Collaborate with finance to resolve customer billing inquiries or discrepancies.

· Ensure that customer service practices comply with company policies and industry regulations.

· Address any compliance issues and implement corrective actions as needed.


Education & Experience:

  • Diploma / Degree preferred.
  • Minimum 5 years of customer service team management experience.
  • Progressive experience in customer service management, including a leadership role.
  • Proven ability to lead and transform multi-national organization, highly motivated and sustain a positive work culture.

Competencies:

  • Proficient with ERP systems (JDE, Oracle, C4C, SAP, BC & BI) will be an advantage
  • Must have intermediate to advanced skills with Microsoft Office, specifically Word and Excel.
  • Good decision-making and strategic planning abilities.
  • Independent, works with right sense of urgency, high level of commitment, drive & resourcefulness.



Tell employers what skills you have

Strategic Planning
Factory
Leadership
Microsoft Office
Customer Experience
Customer Service Management
ERP
Problem Solving
SAP
Team Management
Customer Service
Proactive Communication
Pricing