Customer Experience Leader

4 days ago

Singapore beBeeCustomerService Full time $100,000 - $150,000
Customer Experience Leader Position

We are seeking a Customer Experience Leader to join our team. The ideal candidate will have strong leadership skills and experience in managing customer service teams.

The Customer Experience Leader will be responsible for leading and developing the customer service team, with a focus on sales forecasting and meeting customer satisfaction across East Asia.

  • Lead a team responsible for all levels of customer support, responding timely to client requests, reviewing and ensuring customer orders are processed with speed and in compliance with internal and external policies.
  • Directly supervise customer service team members, inclusive of training, planning, coaching, assigning, directing work, and appraising performance.
  • Monitor and coordinate all customer service activities, inclusive of tracking all order status, backlog liquidation, deliveries, and customer billing.

The Customer Experience Leader will also work collaboratively across multiple functions to determine how and where improvements can be made to increase performance of the team and customer satisfaction.

Key Responsibilities
  • Develop and implement customer service policies and procedures to support new business initiatives.
  • Partner with country leaders to forecast or deliver monthly sales targets.
  • Define and implement processes to support internal and external customer needs.
  • Build strong customer relationships and anticipate/deliver customer-centric solutions.
Requirements

To be successful in this role, you will need:

  • Bachelor degree in business, marketing, electrical or related areas.
  • 8+ years supervisory experience with proven track record in managing a customer service team.
  • Proven competencies in Customer Service, Order Fulfillment, Supply Chain Management, Sales or other related functional background.

Additionally, you should possess knowledge of customer contracts and terms, be familiar with SAP system, preferably on QTC module, and have knowledge on Incoterms 2020 and handling Letter of Credit.

What We Offer

We offer a competitive compensation package, opportunities for growth and development, and a collaborative and dynamic work environment.

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