The Job:
- Responsible for overall customer service function in Asia.
- Develop and implement Regional Customer Service strategy and People Development Plan including succession plans and/or organization changes to achieve department's sustainability and meet business needs
- Develop CS management performance metrics to manage and lead the day-to-day Customer Service responsibilities including monitoring of all deliveries, month-end activities, cross-functional alignment, and communication
- Maintain strong engagement with stakeholders to ensure conformance to order delivery, fulfilment and customer satisfaction needed for business success.
- Regular engagement with Global Customer Service to maintain Global-Regional alignment.
- Manage back-orders and/or impact of supply interruptions on customers, provide timely updates and communications to customers by working together with internal and external stakeholders.
- Tracks key performance metrics, customer service performance data, and generates improvement opportunities.
- To drive process improvements using data analytics and influence improvements across the organization.
- Preparing and presenting monthly, quarterly, and annual reports of operations.
- Create a common framework and set of protocols for how we manage customers to support Sales.
- Responsible for Customer Service Team's actions to resolve any customer claims or complaints, including processing customer returns or credit notes and follow up with logistics / quality for resolution.
Job Requirements:
- Minimum Bachelor’s degree in supply chain and or related field
- At least 8-10 years of relevant managerial working experience in a Manufacturing environment
- Knowledge of customer service, trade incoterms and customs procedures
- Knowledge of ERP system
- Willing to travel within Asia Pacific
Interested candidates please send in your resume to:
[email protected] or call JANE @ 6735 1955.
CEI: R1104482
