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Customer Service Operations Manager

1 week ago

Singapore Kalmar Full time

At Kalmar, we are committed to being the forerunner in sustainable material handling equipment and services. We are seeking an exceptional Customer Service Operations Manager to join our team.

Key Responsibilities:

  • Manage documentation of Service operations, including job sites and workshop.
  • Assist with Finance reporting related to service operation.

Main tasks and responsibilities include:

  • SUPPORTING overall relationship with internal/external customers that lead to constructive and profitable business partnerships through best-in-class operational performance.
  • Develop and optimize service operations on both field and workshop to ensure the lead time, quality, and efficiency.
  • Measure, communicate, and improve key performance indicators, support continuous improvement, and best-practice share activities.
  • Interact with other functions to set up and optimize cross-functional operational processes.
  • Deploy a proactive safety culture of zero incidents while promoting and ensuring the completion of safety trainings and programs.
  • Attend to customer queries, complaints/feedback pertaining to services, if required.
  • Act as a liaison between off-site supervisors/technicians and other departments.
  • Provide administrative support for Service Technicians' staff claims and any ad-hoc documents.
  • Support service supervisors & technicians in daily operational matters related to their customers.

What you'll need to succeed:

  • Diploma in Business, Engineering, or any relevant industry.
  • Related experience in Services within the industrial equipment industry.
  • Able to communicate effectively with Chinese-speaking clients in both English and Mandarin.
  • Good knowledge of MS Excel (or any other ERP system).
  • SAP knowledge is a plus.
  • Self-motivated and seeking high standards.
  • Resourcefulness and implementation of action skills.
  • Open-minded person with the ability to work within an international team and cross-cultural environment.