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Customer Service Vendor Control

1 month ago

Ulu Tiram, Malaysia Century Bond Bhd Full time

**Position: Customer Service Cum Vendor Control (Assistant Manager)**

**Reporting to: Marketing Senior Manager**

**Responsibilities**:

- Oversee daily customer service operations and ensure adherence to service standards.
- Handle escalated customer inquiries and complaints, ensuring prompt and effective resolution.
- Monitor customer service metrics and prepare reports on performance.
- Manage relationships with vendors, ensuring compliance with contractual terms and performance standards.
- Negotiate contracts and agreements with vendors to secure favorable terms.
- Supervise and mentor customer service and vendor control staff.
- Conduct training sessions to enhance team skills and knowledge.
- Foster a positive and collaborative work environment.
- Identify and implement improvements in customer service and vendor management processes.
- Develop and update policies and procedures to enhance efficiency and effectiveness.
- Collaborate with other departments to streamline operations and resolve issues.
- Maintain accurate records of customer interactions, vendor agreements, and performance data.
- Prepare detailed reports on customer service and vendor control activities.
- Analyze data to identify trends and provide actionable insights.
- Ensure compliance with company policies, industry regulations, and quality standards.
- Address non-compliance issues and implement corrective actions
- To carry out any other duties and ad-hoc assignments, as ad when required

**Job Requirements / Minimum Requirements**:

- Bachelor’s degree in business administration, supply chain management, communications, or a related field.
- Extensive experience in customer service and vendor management roles.
- Proven track record of handling complex customer and vendor issues.
- Excellent communication and interpersonal skills.
- Strong leadership and team management abilities.
- Proficiency in using customer relationship management (CRM) software and vendor management systems.
- Familiarity with online customer service tools and platforms.
- Strong customer and vendor orientation.
- Ability to work independently and as part of a team.
- Commitment to maintaining high levels of customer and vendor satisfaction.