Customer Service Manager - ref. a23625723
Job Summary
The Customer Service Manager will lead and develop customer service team with strong competency in sales forecasting and meeting customer satisfaction across East Asia.
Please only apply if you have experience in leading a team and SAP(QTC Module).
Job ResponsibilitiesA. Lead a team responsible for all levels of customer support, responding timely to client requests, review and ensuring customer orders are processed with speed and in compliance with internal and external policies etc.
B. Directly supervises customer service team, inclusive of training, planning, coaching, assigning, directing work, and appraising performance.
C. Monitors and coordinates all customer service activities, inclusive of tracking all order status, backlog liquidation,deliveries and customer billing.
D. Works collaboratively across multiple functions to determine how and where improvements can be made to increase performance of the team and customer satisfaction.
E. Strong managerial skills to be able to prioritize time commitments, long term process improvement, and shorter term delivery yield improvement initiatives.
F. Continually seeks for waste elimination, process automation opportunities to achieve process standardisation with speed and accuracy.
G. Develop and implement customer service policies and procedures to support new business initiatives.
H. Partner with country leaders to forecast or deliver monthly sales targets.
I. Define and implement processes to support internal and external customer needs.
J. Think and act strategically: Builds strong customer relationships and anticipates/delivers customer centric solutions; Grows the business and outperforms our markets.
K. Consistently achieves results, even under adverse circumstances; continuously improve customer satisfaction.
L. Builds a pipeline of high performing, diverse teams and optimize the customer service process.
M. Be passionate for the customer service activities, conveying optimism about the future and its possibilities
N. Sets expectations high and galvanizes the team to achieve them; effectively prioritizes and acts with speed and focus to drive the customer service improvement.
O. Promote a positive and trusting working environment that enables and encourage teamwork and performance
P. Learns quickly when facing new situations
Q. Play by the rules and act with integrity; creates an atmosphere that encourages employees to speak up about ethics concerns.
EA Functional Responsibility for CS process across all EA countries:
Being the Business Process owner for SAP Quote to Cash module, the incumbent plays an important role with EA Finance, SCM, Pricing, SAP IT and Sales in the decision making and successful go live. From 2018 to current, there were 3 SAP projects implemented in Malaysia, Indonesia, and Japan covering 6 new ledgers.As our business continues to grow, 2 new SAP projects are in the pipeline and expected to roll out in Philippines and Vietnam.
Another ongoing digitalization project is Order Center deployment, part of the ES-APAC eCommerce Factory initiative. It was first implemented in 2020 for PD Singapore, Thailand, Taiwan, Malaysia customers. There will be other phases in plan for Japan, Taiwan PQ.The incumbent ought to lead the project implementation with key stakeholders such as Sales, Business Development, Pricing, SCM and external customers.
Team size since 2018 has grown from 7 to 10 with new setup for local operation in Malaysia and Indonesia. The incumbent is expected to continue setting up local operations in Philippines and Vietnam with solid reporting line, involving recruitment, training in supporting Y2024 onwards business plan.
In addition, Customer Service Manager as the regional lead, needs to train and align the CS processes across functional team in Korea, Japan, and Taiwan. For any new initiatives and policies, the Customer Service Manager needs to ensure roll out in all countries across EA.
Qualifications
Bachelor degree in business, marketing, electrical or related areas preferred
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
Possess Knowledge of customer contracts and terms
Familiar with SAP system, preferably on QTC module
Possess Knowledge on Incoterms 2020 and handling Letter of Credit