Customer Service Manager

Job Description

Job Description:

Key Responsibilities

• Supervise daily order operation and support all types of order processing when necessary.

• Build effective customer service team and engage direct reports in lined with targeted results in team engagement.

• Deliver targeted customer service level in quantitative/qualitative index.

• Collaborate with Demand team for special promotion planning and execution.

• Monitor operating system status and participate in system/process upgrade projects.

• Arrange the non-sales delivery as per requested by all functions.

• Lead weekly operation meeting to quickly react to operation challenges and continue to improve efficiency.

• Prepare CS-related KPI report and identify focus areas for continuous improvement.

• Leading or participating into the related initiatives to drive the excellence in customer service.

• Serve as backup role for consumer hotline and arrange products to consumer.

• Key User of local business Process Expert of ERP & ordering related systems, responsible for 1st level support for operational associates in the unit

• • Own end to end issue resolution.

  • Raise request to 2nd level support.

  • Train new associates.

  • Lead or managing process change.

  • Conduct and coordinating any relevant systems testing.

  • Document local process specifics / uniqueness to ensure key knowledge is captured and retained.

  • Proactive contribution into the network of key users and functional experts from other sites / countries.

Key Relationship:

• Reports to: Market Supply Chain Head

• Peers: Market Supply Chain Team

• Direct Reports: Customer service executive

• Other key relationships:

• • The role will be part of the core team under Market Supply Chain Head. This role will be the spoke for customer service within supply team.

  • The role will collaborate with internal (Demand, S&F, CA teams) and external stakeholders to deliver customer service-related tasks and requests.

  • The role will be the representative for local market to build the connection with other markets and attend customer related activities organized by region/globe.

Job Specifications/Qualifications:

1. Education & Professional Qualification

• Minimum 5 years’ experience in Customer Service.

• Degree qualified in Business Administration or related field.

2. Knowledge/Experience

• Proven ability to impart technical expertise to customer's advantage.

• Experience in a multinational consumer goods company (FMCG) environment is desirable.

• Has experience in managing customers' enquiries and expectations.

• Excellent communication (both written & oral) in Chinese and English.

Key Functional Competencies & Technical Skills：

• Customer Focus

• Analytical Capability

• Project management

• MS Excel, PowerPoint, Word

Key Supporting Competencies：

• Business Acumen

• Drive results

• Conflict Management

• Communication

• Build effect team