Customer Service Manager

2 weeks ago

Singapur, Singapore Teleflex Full time
Job Summary

We are seeking a highly skilled and experienced Customer Service Manager to lead our Customer Service Department in SEA+. The successful candidate will be responsible for managing daily operations, fostering a positive working environment, and ensuring the team meets monthly Sales Revenue targets.

Key Responsibilities
  • Manage daily coaching, mentoring, and technical assistance for Customer Service Representatives
  • Lead day-to-day operations and foster a positive and open working environment
  • Establish clear goals and deploy strategies for the Department
  • Manage resources to maximize productivity of the Customer Service team to meet demand
  • Use problem-solving skills to resolve operational issues effectively
  • Provide feedback to Customer Service Representatives to address performance gaps and offer coaching
  • Manage a process that delivers guidance and continuous training opportunities
  • Demonstrate perseverance and enthusiasm in partnering with Sales, Marketing, Finance, Quality, Manufacturing, and Supply Chain departments
  • Manage department objectives to meet service level in areas such as Order timeliness, Backorder, OTIF, and Service Errors
  • Adhere to and ensure compliance with the company's code of conduct and all Company policies, rules, and procedures within customer service
  • Represent Customer Service in customer, external, or internal audits
  • Support Supply Chain Lead in local/regional projects when necessary and lead Customer Experience related projects when required
Requirements
  • Minimum Bachelor in Business/Logistics/Supply Chain Management or equivalent
  • At least 5 years relevant experience in order fulfilment/management in a fast-paced environment, preferably with regional exposure
  • Team lead and people managed preferred
  • Excellent verbal, written communication, and interpersonal skills
  • Good knowledge and hands-on experience in ERP system (SAP ECC) is a must
  • Microsoft office (Powerpoint and Excel) experience preferred
  • Visio and Power Query or BI experience is an advantage
  • Strong analytical skills, efficient, deadline-oriented, and able to work under pressure
  • Possess problem-solving skills and ability to exercise good judgment acumen
  • Self-motivated and able to thrive in a dynamic or high-pressure environment
  • Both customer and process oriented; capable of satisfying customer needs while following processes and complete transactions in a financially and legally compliant manner
  • A good team player and can work independently with minimum supervision
  • Medical device/Pharmaceutical/Life Sciences industry preferred
  • Candidate must be willing to travel when required

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