Customer Service Manager, Sea

Scope: SE Asia TUMI DTC online & offline (Singapore, Malaysia, Thailand, Australia)
Reporting to: General Manager of SE Asia

**Key Responsibilities**:

- Closely work with CS partners, repair center, frontline team and business heads to provide world-class after sales services and to handle escalated cases effectively.
- Establish customer satisfaction goals (CSAT and KPIs), KPIs dashboard and repair analysis.
- Monitor performance analysis to ensure customer satisfaction level timely, design new strategies and procedures to optimize customer satisfaction and operation efficiency.
- Manage the SAP tracer program.
- Manage spare parts ordering from CS partners and stores. Assist the shipment from China warehouse to markets. Monitor the usage and keep safety inventory level.
- Prepare monthly KPIs dashboard and repair analysis for senior management review.
- Monitor the status of CS cases and data accuracy at SAS system and follow up odd cases with stores.
- Provide trainings to CS partners.
- Cross check monthly billing of repair services and spare parts for management approval.
- Integrate communication systems with service cloud.
- Assist the ad hoc projects if need.

**Who we are**:
Since 1975, TUMI has been creating world-class business, travel and performance luxury essentials, designed to upgrade, uncomplicate, and beautify all aspects of life on the move. Blending flawless functionality with a spirit of ingenuity, we’re committed to empowering journeys as a lifelong partner to movers and makers in pursuit of their passions. The brand is sold globally in over 75 countries with approximately 2,000 points of sale.

**Why you'll love working here**:
At TUMI, you’ll find a dynamic working environment, joining a community where each team member is empowered with an entrepreneurial spirit. Associates are respected as a vital part of the organization and recognized for their contributions. We believe in a workplace that gives every individual the opportunity to make an impact, and our ongoing commitment is to provide all the tools you need to succeed— guidance towards individual career growth, professional training and development initiatives, and a motivating, exciting environment— along with competitive salaries and comprehensive benefits programs.

**What we value**:

- INNOVATIVE BY NATURE. SUSTAINABLE BY CHOICE. TUMI protects the things that matter most, the things you own and the planet you travel to see. Our planet is an astonishing place and we believe it’s our responsibility to preserve it for travelers of the future. By putting excellence and quality first, we ensure that every TUMI product has lifelong purpose, supported by our rigorous testing standards, exploration of recycled materials, and global repair network.
- PARTNERS WE BELIEVE IN. Staying true to our values by helping take care of the most vulnerable among us aligns with our mission and is a core element of what we do. We focus on three main areas: promoting wellbeing; empowering vulnerable communities; and protecting the earth’s beautiful places. Each year we extend our philanthropic efforts to partners that help better the world. From supporting St. Jude Children’s Research Hospital fight to cure childhood cancer to Waves for Water who provides clean water to communities in need, we proudly stand by the profound changes they enact.
- DIVERSITY & INCLUSION. As an organization, we are committed to a diverse and vibrant culture, welcoming people from all walks of life. Our long-standing commitment to diversity and inclusion empowers each of us to bring our authentic selves and unique differences to work every day.
- The actual rate of pay offered depends on various factors, including qualifications for the position and relevant experience; as well as other legitimate, non-discriminatory business factors specific to the position or location.

Tumi is an equal opportunity employer and is committed to promoting and maintaining a work environment in which all applicants, associates, customers, and other individuals are treated with dignity and respect free from unlawful harassment, discrimination, or retaliation.

**Job Experiences & Requirements**:

- University graduate or above.
- Minimum 5 years solid experience in customer services, complaint handling and management of CS partners such as call center or repair vendors.
- Great sense of ownership and commitment to deliver excellent CS standard.
- Good interpersonal and communication skill with an analytical mind and problem-solving skills.
- Proactive and able to work under fast-paced working environment.
- Salesforce Service Cloud experience an advantage.
- Good command of spoken English, Mandarin and Malay.

Good Microsoft Office skills.

**Critical Job Competencies Requirements**:

- Entrepreneur - imagine that TUMI is your company, what will you do to drive for higher customer satisfaction and efficiency? You will be an order creator and problem solver who take own init