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Customer Relations Manager

3 months ago

Malaysia Randstad Malaysia Full time

about the company
Randstad is partnering with a Japanese Manufacturing company and the group is presently looking for a new Customer Relations Manager. The purpose of this position is to oversee and ensure smooth operation of the CR (includes AR, Customer Service & Purchasing, Operation & Controls) Team.

about the job

  • Troubleshoot and resolve operational issues escalated by CR team members and implement preventive measures
  • Manage staff's productivity and explore ways to enhance the quality of service customers
  • Regular review of workflow and propose improvement to ensure smooth daily operation
  • Ensure proper recording and accuracy of data kept for KPI reporting
  • Collate and prepare CR activities reports and submit to Head Office
  • Manage customer database master to ensure compliance to company policy
  • Manpower deployment to handle overflowing tasks across sections
  • Provide training and guidance to team members or new hires
  • Manage CS projects and Kaizen activities
  • Project management in improvement projects e.g. Order Automation, RPA and Chat Bot
In addition to managerial duties, the CR Manager is expected to maintain a hand-on approach to daily operation including:
  • Monitor order processing status and ensure that orders are processed within the various cut-off time
  • Cover operation duties when the team is shorthand due to unforeseen circumstances
  • Liaise with Sales Team and Accounts Team over AR matters and suspension of account
  • Assist in general product inquiry, customer feedback or complaints
  • Liaise with Business Development Team and supplier on customer's orders product claims and return cargos
  • Liaise with Sales Team and Shipping Team on customers' orders and delivery status
  • Conduct weekly meeting
  • Verify Credit/Debit Notes


requirements

  • Minimum Diploma holder
  • At least 6-8 years Customer Service experience (preferably in a trading company) and at least 4 years at managerial level
  • Service-oriented and good customer service skills
  • Able to handle stress in a high volume and fast-paced environment
  • Possess initiative, analytical and able to multi-task
  • Proficient in MS Office
  • Immediately available candidates would be an added advantage