Customer Care and Logistics Manager

5 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Dover Corporation Full time

Markem-Imaje is a trusted world manufacturer of product identification and traceability solutions, offering a full line of reliable and innovative inkjet, thermal transfer, laser, print and apply label systems. Markem-Imaje delivers fully integrated solutions that enable product quality and safety, regulatory and retailer compliance, better product recalls and improved manufacturing processes.

The Role

The Customer Care Manager is responsible for overseeing and managing customer care operations to ensure the highest level of customer satisfaction. This role involves close collaboration with cross-functional teams, including Supply & Services and Technical Service, to develop and implement customer care strategies aligned with organizational goals.

What you will do:

  • Work closely with the Supply & Services and Technical Service teams to ensure the successful deployment of service contract strategies.
  • Ensure high level of customer satisfaction through effective complaint handling and working closely with Sales to problem solve and do a proper customer complaint closure.
  • Lead and manage the forecasting and purchasing function to ensure inventory is available based on demand plan and in line with inventory turnover. Ensure that the organization purchase and planning activities are conducted in accordance with the Company policy, and quality requirements.
  • Lead and advise the CRM team in receiving, coordinating and monitoring all customer orders from placement until final delivery and ensure these are delivered smoothly and timely through the supply chain. Negotiate with customers on delivery dates and order quantities based on the service level guidelines.
  • Optimize processes and procedures to improve data accuracy and efficiency for install base management.
  • Manage and facilitate Service Level Agreements (SLA) to ensure compliance and customer satisfaction.
  • Promote preventive maintenance contracts and manage entries, billing, parts preparation, and job scheduling.
  • Coordinate with the Technical Department for customer communications, as needed.
  • Assist in preparing spare parts and consumable purchase orders.
  • Facilitate credit release process based on established guidelines, coordinating with Sales and Finance on pending credit issues of customers.
  • Oversee import/export licenses conforming to trade compliance requirements from local authorities in daily import/export operations.
  • Own in-country trade compliance process and work closely with Global Trade Compliance team to ensure the delivery standards are duly adhered to.
  • Manage stock and inventory to sufficiently serve the customers' supply needs.
  • Manage logistics for import/export processes to comply with standard and international compliance.

What you need to have:

  • Bachelor's Degree with Customer Care and Logistics experience in an industrial environment with complex B2B interactions.
  • Minimum 5 years of experience in post-sales equipment service and people management.
  • Strong interpersonal and customer relationship management skills.
  • Familiarity with business process flows and Sales, Distribution ERP knowledge and SAP system.
  • Knowledge and work experience within fast moving consumer goods and packaging industry.
  • Excellent verbal and written communication skills that result in a clear presentation and understanding of details and facts.
  • Positive attitude focused on developing a winning team. Influence and motivate others through personal example.
  • Team player that easily adapts to change, overcomes challenges, and uses creative means to solve problems.
  • Capable of handling multiple high-pressure tasks and assignments simultaneously while staying focused and responsive to commitments and assignments.
  • Demonstrate a high level of attention to detail, accuracy and a commitment to quality and total customer satisfaction.

You'll only be the right candidate if you are aligned to our values and culture:

  • Winning through customers.
  • High ethical standards, openness and trust.
  • Expectations for results.
  • Respect and value people.

If you believe you match our values and have the experience we're looking for, then apply We can't wait to hear from you.

Attention Applicants: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply.

This position may be located in: APAC: Malaysia: Kuala Lumpur: Kuala Lumpur.

Job Requisition ID: 59727.

Job Function: Customer Service.

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