Manager - Customer Service SEA+

3 months ago

Singapur, Singapore Teleflex Full time
Position Summary

The incumbent is fully responsible for the on-site management of the Customer Service Department, to effectively meet monthly Sales Revenue targets (for assigned regions). This includes ensuring on-time delivery in full and expediting shipment with Supply Chain team and Distribution Centers.

Principal Responsibilities

People Management – Manage daily coaching, mentoring and technical assistance for Customer Service Representatives. Lead day to day operations and foster a positive and open working environment

Established Goals - Setting clear mission and deploy strategies for the Department

Staffing & Scheduling – Manage resources to maximize productivity of the Customer Service team to meet demand. Participate in day-to-day activities as and when needed to support team and ensure smooth operations.

Problem Resolution – Use problem-solving skills to resolve operational issues effectively

Performance review – Provide feedback to Customer Service Representative to address performance gaps and offer coaching

Training – Manage a process that delivers guidance and continuous training opportunities.

Intercompany Relationships - Demonstrate perseverance and enthusiasm in partnering with the Sales, Marketing, Finance, Quality, Manufacturing and Supply Chain departments, always with the best interest of the customer in mind.

Department Objectives - Manage department objectives to meet service level in areas such as Order timeliness, Backorder, OTIF (On-Time-In-Full) and Service Errors.

Compliance - Adhere to and ensure the compliance with the company’s code of conduct and all Company policies, rules, and procedures within customer service.

Representation - Represent Customer Service in customer, external or internal audits

Support and Leadership - Support Supply Chain Lead in local/regional projects when necessary and lead Customer Experience related projects when required.

Other duties – Perform other ad-hoc duties as assigned by Management

Education / Experience Requirements

Minimum Bachelor in Business/Logistics/Supply Chain Management or equivalent

At least 5 years relevant experience in order fulfilment/management in a fast-paced environment, preferably with regional exposure.

Team lead and people managed preferred

Excellent verbal, written communication and interpersonal skills

Good knowledge and hands-on experience in ERP system (SAP ECC) is a must.

Microsoft office (Powerpoint and Excel) experience preferred.

Visio and Power Query or BI experience is an advantage.

Strong Analytical skills, efficient, deadline-oriented and able to work under pressure

Possess problem solving skills and ability to exercise good judgment acumen

Self-motivated and ability to thrive in a dynamic or high-pressure environment.

Both customer and process oriented; capable of satisfying customer needs while following processes and complete transactions in a financially and legally compliant manner.

A good team player and can work independently with minimum supervision

Medical device/Pharmaceutical / Life Sciences industry preferred

Candidate must be willing to travel when required

Specialized Skills / Other Requirements

Good interpersonal and communication skills

Ability to work with individuals at all levels

Strong team player attitude

Ability to work diligently and meet datelines

Self-motivated and able to successfully perform tasks independently under minimum supervision

Working Conditions / Physical Demands

Apply now » Find similar jobs: Operations/Manufacturing

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