ACCOUNTABILITIES
Building strong, sustained customer relationships
Responsibility for the day to day management of Customer Services
Providing leadership and direction to CS team to ensure excellent standard of service is provided and maintained
Order Processing & Customer services
Build professional Customer Service team to serve nationwide & export Customers, including but not limit to:
- Reports: monthly, weekly reports, ad-hoc reports request from higher level
- Control quota of specific selling products in order to balance stock and support business
- Develop and managing budget for local transportation
- Return/exchange goods process: key contact and coordinate between customers and internal functions: QM, Logistic, Sales
- Receive and process Sales Oder of Distributors in SAP
- Responsible as official communication channel to Customers nationwide
- Responsible to order confirmation based on Sales order from export customer/export sales and based on supply schedule of Supply Planning.
- Support all activities request from SC Head, GD (projects, training, team building activities, coaching...)
- Coordinate with Logistic/Planning/Sales for delivery preparation and response to Distributors regarding Orders’ delivery.
- Responsible for working with related teams to export goods to oversea customer.
Support and improve Customers’ satisfaction:
- Being a key contact and coordinator between customers and internal functions: QM, Warehouse, Production, Product, Sales etc.. for complaint handling.
- Raise/ lead and follow up to get all improvement actions are executed efficiently and timely
- Implement and deploy the satisfaction survey yearly/quarterly to get customers’ inputs/feedback for improvement.
- Provide clarification and support upon Customers’ need
- Receive and react to Customers&039; complaints with solution within 24 hours in conjunction with other internal Departments.
- Responsible as official communication channel to Customers nationwide & export.
People Management & Development
- Provide leadership, development, as well as coaching as required to team.
- Motivate, organize and encourage teamwork within the workforce to ensure targets are met
- Training/coaching staffs about communication skills in customer service and letter writing to communicate with customers;
- Promote effective communication throughout all levels of the Customer Services function;
- Oversee the development and maintenance of staff competence, develop training plan and ensure that all CS staffs are adequately trained on the most updated version of the operating procedures and policies;
- Develop JDs and responsibility matrix for the division resource which clarify owner for each area
- Create and hold staff accountable for performance objectives
- Set KPIs and appropriate tools to monitor performance. Pro-active define improvement actions/solutions to get it achieved monthly
- Conduct performance reviews based on job descriptions and personal KPIs; to identify training need; as well as to recommend performance improvement procedures as necessary
- Develop regular reports and statistics on a daily, weekly and monthly basis. Give key highlights & proposals to Management on the findings (if any)
Process optimization & Continuous improvement
- Coordinate with other divisions to resolve customers’ complaints or increase Customers’ satisfaction
- Maintain integrity within the system by ensuring all orders are well recorded and accounted for in the database
- Develop and implement process improvement initiatives to optimize divisional operations or increase customs satisfaction in accordance with overall business objectives
- Frequently update in-charged process, communicate to the relevant parties and ensure actual operation is aligned with the approved process
- Track improvement and drive continuous improvement activities through implementation of change management process and best practices
- Analyze the Spending, OTIF, Complaint etc.. in different aspects to support improvement, including cost saving; and to define initiatives that can be done to increase satisfaction and/or optimize cost
Strategic management
- Monitor divisional expenditures, ensure that all resources – headcounts, budget are used efficiently to meet division’s targets
- Participate and contribute to relevant management meetings
- Develop, deploy and monitor the implementation of the whole set of divisional yearly operating plan which comprise Action plan, Headcount, OPEX and set of divisional KPIs
- Coordinate, set up and implement standard operating procedures to be aligned with ISO 9001:2015 standards ensuring complete compliance
- Find creative ways to ensure operation plan and KPIs are performed within plan or exceeding
- Develop, deploy and monitor the implementation of Customer satisfaction, which comprises of actions plan, person in-charged, deadline and target of performance
