(1) Order Management:
- Manage sales portion of production schedule and work with production team to meet customer requirements
- Supervises the daily operations of a team of representatives that support customers that want to place an order, have questions, or concerns regarding product and service offering to ensure customer requests are fulfilled efficiently and achieve customer satisfaction
- Monitors phone calls on a regular basis and scores those calls based on internal quality standards
- Solving day-to-day problems by executing customer service activities with direct oversight/escalating complex issues to higher level for solution immediately.
- Carry out investigation on challenges faced by customers and give appropriate solutions to the challenges.
(2) Demand planning:
- Closely working with Sale Team to propose sale forecast data (including projection from historical data together with updated market information) of the location for the weekly (week 0 to week 5) forecast and monthly (focusing on M1 -3) forecast
(3) Internal control:
- Daily review and checking all transactions made by CSA: order and invoicing, weighing, internal transfer. Ensure all transactions are followed process strictly and well documented. Initiate process to prevent risk.
- Coordinate with Credit team and A/R team to manage A/R based on credit policy.
- Maintains call center database by entering and verifying information; updating contact log.
(4)Team management and development
- To make sure the team at location comply with all Cargill OH&S rules and regulation.
- Development plan for each team members with suitable assigments and SMART goals. Following up and reviewing plan frequently. Reviews performance metrics, diagnoses root cause of underperformance and develops an improvement plan
- Training, coaching and motivating for teamwork spirit.
- Plans, directs, supervises, and evaluates work flow. Coordinates work activities to achieve the expected target.
- Drives employee engagement through direct interaction and support. Celebrates team and individual success. Drives higher employee engagement scores as reflected in internal EE survey
- Assists Workforce Management when needed to ensure resources are available when needed
(5) Others:
- Conduct MPP meeting monthly: analysis data from previous month, lead discussion for issues, improvement and customer solution.
- Prepare statistics related to customer service function for processes improvement.
- Work with commercial team for feedback and to improve customer service.
- Work with Operation and Supply Chain for demand planning and collaboration for customer focus.
