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Customer Service Manager
2 weeks ago
Overall Responsibility
The Customer Service Manager may be expected to work at various levels, from direct liaison with management to the front end of the business dealing directly with principals and customers. You are expected to understand our customers' requirements and exceed their expectations whenever possible. The main aim is to provide operational efficiency with the goal of attaining excellent customer service.
Essential Functions
Customer Service Manager is to ensure that the team delivers the highest standards of service to customers at all times in order to maximize customer satisfaction.
- Lead and manage a team of Customer Service Executives
- Attend to customers who call-in with enquiries, quotations, complaints or directing them to the appropriate salesperson.
- Keep records of customer interactions and transactions, recording details of inquiries, complaints and comments, as well as actions taken.
- Follow up to ensure that appropriate actions are taken on customers' requests.
- Assist salespersons to prepare quotations for customers.
- Process sales orders, delivery orders and tax invoices.
- Provide delivery status or updates of customers' orders, coordinate changes if necessary.
- Update changes in customers' information
- Update inventory records, customers' sales records and price change information.
- Coordinate with accounts department for debit/credit notes and goods return.
- Coordinate with store for collection and delivery of goods.
- Procurement planning, issue Purchase Orders and update outstanding purchase order
- Provide basic financial data entry support when required.
Supporting the team and business partners in their commercial activities.
To support tasks associated with sales and marketing in generating and supporting sales.
- Manage local marketing activities such as exhibitions, advertisements, contact to agencies etc.
- Perform any other Ad Hoc projects and assignments as and when required.
