Lead the Customer Resolution Services team as Head for Satair in Singapore. This permanent, full-time leadership role focuses on driving customer satisfaction, managing order processes, and optimizing supply chain and service workflows in an international environment.
Requirements
5 years or more supervisory experience in Customer Service, Supply Chain, or Logistics.
Familiarity with SAP and Spec2000.
Knowledge of shipping, dangerous goods transport, and INCO terms.
Strong stakeholder management and change management capabilities.
Skills & Responsibilities
SAP and Spec2000: Utilize enterprise systems to optimize Satair Group business procedures and manage order workflows efficiently.
Stakeholder Management: Drive collaboration across Supply Chain, Sales, and other departments to resolve customer queries and complaints.
Shipping and Logistics Knowledge: Oversee shipping administration, including dangerous goods transport and INCO terms compliance.
Team Leadership: Coach, motivate, and develop staff members while setting clear objectives and monitoring KPIs.
Potential transition routes: People from Customer Service Manager or Supply Chain Team Lead roles may bring operational oversight and team management skills, alongside meeting supervisory experience requirements.
Job description
Job Description:
This job is based in Satair, if you want to know more about our business, please click here to find out more.
Job Objectives
Manage, coach, motivate and develop the team and ensure that the goals for both the team and the members are achieved.
Ensure the team supports and services customers in accordance with company standards and goals
Provide optimal customer satisfaction as defined in Satair Group’s mission
Continuously drive towards greater efficiency for activities related to this position
Job Responsibilities
To manage the department’s staffing needs in connection with staff holidays, flex time and working hours
Expand the perception of total service and pro-activeness
Keep own employees informed about Satair business
Hold departmental meetings with documented notes
Prioritize both own tasks and the tasks of the department
Implement collaborative efforts between Supply Chain, Sales team & other relevant departments where necessary
Optimize Satair Group business procedures through Satair Group’s IT systems
Ensure functional effectiveness in order to meet defined KPIs, which may be revised from time to time
Set clear objectives, targets and success criteria for own area in accordance with management and ensure compliance, this includes annual reviews and qualification assessment, skills development; on-board and train newcomers
Ensure timely entry of orders and RFQ’s received through any channel (portals, mail, fax etc.)
Ensure timely administration of all aspects of the order and RFQ process, including customer returns
Ensure timely follow-up on proposals (quotation) submitted to the customers
Ability to classify queries into the right category
Provide response and/or coordination to customers’ commercial and technical queries within the scope of Satair Group’s capability
Receive, enter and investigate order management related customer complaints. Identify primary department (e.g. COH, WH, SC) responsible for investigation and closure of the complaint towards the customer and in the complaints handling system
Forward query on to the appropriate department once classified
Forward questions on commercial queries to appropriate departments for resolution once it exceeds our capability to reply
Provide necessary order information to properly investigate and close the complaint towards the customer without delay
Job Requirements
5 years or more supervisory experience preferably in Customer Service, Supply Chain, Logistics functions within a similar sized organization
Familiar with work-related routines with SAP (Satair Group ERP system) and Spec2000
Shipping knowledge, (including transportation of dangerous goods and INCO terms)
Strong stakeholder management
Ability to work in an international context
Ability to execute and drive change
This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.
Company: Satair Pte Ltd
Contract Type: Permanent
Experience Level: Professional
Job Family: Leadership
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