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Customer Service Manager

2 weeks ago

Anson Road, Singapore Flintex Consulting Pte Ltd Full time

**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 departments 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 Teams 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
- 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

Customer Service Manager