Customer Service Leader

4 days ago

Kuala Lumpur, Malaysia ManpowerGroup Full time

Job Title**:Southeast Asia Customer Service Leader**

Someone Who has Handled Minimum 5 to 10 team Memebers

Looking for someone with Team Management Skills.

**Industry - Mechanical / Chemical / Automation Industry**

**Mandatory Exp needed
- **CS Leader exp, People Management, exp as CS in manufacturing industry, should have **handled SEA countries**

**Summary**:
Manage support & develop Customer Service Reps, ensure the day to day execution of the Customer Service operations; monitor team performance and contribute to a positive workplace.

The role is to provide superb / excellent customer service by leading and motivating the CS team; developing employee loyalty programs and reaching customer satisfaction goals.

**Responsibilities Include**:

- Ensure effective and efficient Order to Cash process to maximize efficiency and service level;
- Coach & develop Customer Service agents to emphasize their customer focus, customer intimacy and communication;
- Manage specific issues and alert the management of the associated business risks;
- Monitor queues and backlog ( distressed orders / holds/ Open Customer Claims );
- Act as the referent for the commercial organization: account Managers positions;
- Execute business continuous improvement plans;
- Use the Customer Service KPIs dashboard to pilot the activity; monitor the performance of the team and communicate to the main stakeholders.
- Ensure the daily management of the Customer Portfolio - Order Management; coordination with Supply Chain and support being provided to Commercial colleagues assigned to the same portfolio.
- Analyze data from SAP and Salesforce to identify open issues and take action
- Act as the interface between Sales, Demand Planners, logistic services and all other support departments
- Product Stewardship; Trade Compliance; Quality, legal.
- Manage Inside sales to handle/response from external customers inquiries about sales related matters (Documentation, Sample requests, etc.) co-work with other functions
- Manage to be the main contact for customer communication of selected accounts, build and maintain business relationships with customers through multiple communication channels
- Have new leads qualified by marketing or sales and turn new leads into buying customers with follow-up on sample process
- Manage the business leads and ensure high conversion rate especially through follow-up on sample management
- Provide support to the channel team on as needed basis
- Responsible to ensure efficient IS process, of logging and answering inquiries, is operating efficiently and potential customers, current customers, and internal customers are satisfied and business objectives are met.
- Build sustainable relationship of trust through open and pro-active communication.

**Qualifications**:
**The following are **_**required **_**for the role**
- **Functional**:Master in SAP (SD module) - Fluent English
- with business as well as planning and logistics; excellent organization skills; detailed orientation professional; Works Well Under Pressure in a Fast-Paced and complex environment.
- **Managerial**: Excellent ability to understand company’s culture, business practices and long term business strategy; Excellent Client Relationships; Strong Communication Skills; Complex Problem Resolution.
- **Leadership**:Excellent presentation; Team Player; Customer and Performance Driven; communication and interpersonal skills; adaptable to changes; ability to solve conflicts; sense of accountability; can
- do attitude.

Pay: RM8,000.00 - RM10,000.00 per month

**Education**:

- Bachelor's (preferred)

**Experience**:

- Customer Service: 3 years (preferred)
- Manufacturing: 2 years (preferred)
- SAP SD: 2 years (preferred)
- Salesforce: 1 year (preferred)
- Automation Manufacturing: 3 years (preferred)
- Team Management: 2 years (preferred)
- South East Asia Countries: 3 years (preferred)

**Language**:

- Mandarin (required)

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