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Jobs in Singapore   »   Jobs in Singapore   »   Customer Service Job   »   Customer Service Manager
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Customer Service Manager

Flintex Consulting Pte. Ltd.

Flintex Consulting Pte. Ltd. company logo

Position Summary :

This role is responsible for overall customer service function in Asia.


Role and Responsibilities

• 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.


• Subject matter expert for all current and future systems and processes used in the Order-To-Cash

(OTC) and Master Data (MD) environment in APAC.


• 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

• 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

• English -Excellent verbal and written communication skills for handling English speaking people

• Good Interpersonal, Communication, analytical and management skills

• A good team player and positive attitude

• Willing to take new challenges and make a difference.

• Willing to travel within Asia Pacific


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