At a glanceSummarised by Seekless from the posting.
Must have7
5 years experience required preferably in manufacturing industries
Experience in analyzing key data to provide relevant, timely & accurate information
Must be proficient in use of Microsoft office (outlook, calendar, mail)
Strong management & leadership skills
Able to travel outstation/within the region
Dynamics & outgoing with excellent inter-personality skills
Good communication skills
Nice to have2
Experienced managing a team is preferred
Knowledge of SAP CRM will be added advantage
Skills
Microsoft Office
SAP
SAP CRM
General responsibilities and activities include but is not limited to:
To ensure Customer service team carry out the customer service function by ensuring that orders entry, delivery management, invoicing and customer complaints are processed on timely manner at most cost-effectively, while maintaining company core value of unbeatable customer service.
Customer Service Manager has to ensure the team has efficient communication between customers and inter-department either via phone calls, email, Whatapp or face-to-face in relation to a product or service.
Key responsibilities and activities include but is not limited to:
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Review and improvise Customer Service team processes and guidelines with other departments from time to time to achieve highest efficiency and effectiveness in accordance to the business requirement.
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To ensure Customer Service team members understand and adhere standard operation procedures including Do’s and Dont’s.
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Issuance of Show cause letter, counselling letter, verbal warning letter as and when required.
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To ensure Customer Services team are able to process domestic, inter-company orders and export orders efficiently and effectively.
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Arrange internal and external training to enhance Customer Service team members knowledge and exposures.
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To resolve escalated cases/incidents for a win-win solution under the guideline of Supply Chain Senior Manager on timely manner.
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To ensure SAP invoicing system works well with Lembaga Hasil Dalam Negeri (LHDN) under MyTax system and escalate to global IT team as and when required.
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Work closely with Sales Support, Sales & Marketing team for power pricing setup in SAP and e-shop following the structural way and upkeeping the data according to policy.
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To ensures all customer ordering queries are processed efficiently and promptly, ensuring that our direct contact does, in fact provide unbeatable customer service.
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Escalate for advise when there is a potential incoming big orders/spike in finished goods demand for production planning and stock movement arrangements.
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Strong stakeholder management with other departments such as sales, finance and operation for special situation (plant shut down, machine stops due to low volumes), ready stocks for sale, etc.
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To ensure and work closely with Finance department on the MICCI renewal (and any other relevant permit/license) complete on timely manner.
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To check and approve staff claims with best justification.
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To review and approve vendor payment on timely manner.
Job Requirements:
•
Experienced managing a team is preferred.
•
5 years experience required preferably in manufacturing industries
•
Experience in analyzing key data to provide relevant, timely & accurate information
•
Must be proficient in use of Microsoft office (outlook, calendar, mail)
•
Strong management & leadership skills
•
Able to travel outstation/within the region
•
Dynamics & outgoing with excellent inter-personality skills