Head of Customer Service

2 weeks ago

Singapore HARIBO ASIA PACIFIC PTE. LTD. Full time

**Key Responsibilities**
- Overall responsibility for the development, performance and maintenance of the customer service activities of the organisation
- Direct, manage and monitor the overall performance of the customer services team
- Maximising efficiency by identifying and implementing best practices and continuously improving the processes
- Central point of contact for Intercompany, 3PL, Quality, Demand Planner, Mediate constant changes in Sales Orders and Purchase Orders level to Partners & IC - which are mainly occurring due to stock availability, Foil depletion, Foil implementation etc
- Oversee the accuracy & reliability of valid documents prior to distribution to partners
- Manage on open Complaints and issue Investigation reports to Customers and/or End Consumers
- Communicate and co-ordinate Claims with various departments ranging from Customer, Intercompany, Quality, Port Folio, Finance, Factory, Management etc.
- Monitor all records towards complaints, Claims, investigation reports
- Handle and resolve Customer Complaints and Claims to strive on a win/win situation
- Quarterly Presentation of Quality Complaints & Claims for Board evaluation
- Work closely with Commercial to identify Risk and set up workflow process align goals, harmonize processes and procedures, replace interdepartmental competition with interdepartmental cooperation and deliver better service to external customer.

**Key Qualifications**
- Master Degree in Business Administration, Supply Chain, Logistics or Customer Service
- More than 10 years working experience in customer service, with proven hands on experience
- Confident to participate in cross-functional discussions & decision-making
- Self-awareness and emotional intelligence
- In depth understanding of export documentations and order to cash
- Working experience in FMCG or luxury brand preferred
- Customer orientated & resourceful
- Strong team player
- Positive and resilient
- ERP experience considered as an asset
- Experience in Root Cause Analysis is a plus
- For ease of communication with both internal and external stakeholders, fluency in English and German are essential

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