China Job Openings
UL Solutions
Senior Customer Service Manager
October 22, 2024
Job Responsibilities
- Provide strategic vision, leadership, and project management to deliver consistent superior customer service.
- Manage performance measurement tools for the team. Leverage inputs from technology & data analytics sources to enhance the customer experience and operational efficiency.
- Monitor and report on key performance indicators (KPIs) related to service efficiency, and team performance.
- Lead and inspire the team, fostering a culture of excellence, accountability, and continuous improvement.
- Recruit, train, and mentor customer service team members, setting clear performance standards and fostering professional growth.
- Promote a collaborative environment that encourages innovation and use of best practices.
- Evaluate, recommend, and implement strategies to increase customer satisfaction to Industry leading benchmarks.
- Work closely with cross-functional stakeholders to ensure customer quality concerns are being addressed.
- Develop strong working relationships with the Business Unit teams to remain informed of all current strategies and activities that may impact on the delivery of customer service support.
- Serve as the point of escalation for advanced Customer Inquiries as needed.
- Support for global process consistency without violating the special requirements of Greater China.
- Oversee the BRL validation process for mainland China customers and work together with Legal for the special cases on lease contract signed manufacturers in China.
- Support the Golden Tax (VAT) operations in China. According to the business scope of China Legal Entities, facilitate the regular internal & external Finance audit for sales in different COUs.
- Manages the performance and provide support from sales in different Greater China operating units / COUs regarding the sales policy of “performance obligation” (POB) as services promised in a contract with a customer, and quotes and orders will need to be set up where each parent line is a POB.
- Support sales and work together with legal for the LOU about 3rd party bill-to and order handling guidelines implementation for China Sales team to ensure the VAT compliance of invoice & cash flow, contracting party and service delivery under UL CCIC.
- Manages the working time mainland China Customer Care works for CCIC and UL Gmb H and support the annual audit for Finance.
- Support the FUS operations for UL CCIC sales whenever the customers require FUS services in details. Managing the processing of L340/GSA agreements for UL CCIC new customers from different COU.
- Assist and support the management of agreements in Greater China. (Include L305, L340, L369 for UL CCIC, GTC for Renewable Energy Services, China GSA for UL QTS, Terms and Conditions for UL VS Shanghai, UL VS Guangzhou, UL VS Shenzhen, Advisory services for UL STS and Emergo MSA Global and Emergo Agreement – China Agent services, Authorized Agent Letter L337 for UL CCIC)
- Coordinate with department leaders in Greater China. Participate the management meeting.
- Assist and support for Market Surveillance and Brand Protection for customer termination (DNDBW) and China General Administration of Customs (GAC).
QUALIFICATION:
KNOWLEDGE, SKILLS, AND ABILITIES:
- Bachelor’s degree in a related field.
- Minimum of 8+ years of experience in customer service, or related field with at least 5 years in a leadership role.
- Experience in the Testing, Inspection, Certification and/or Software & Advisory fields is highly desirable. Prior experience with CRM tools like Salesforce preferred.
KNOWLEDGE, SKILLS, AND ABILITIES:
- Excellent organizational skills and attention to detail.
- Strong analytical and problem-solving skills.
- Strong supervisory and leadership skills.
- Excellent communication skills including written, verbal, and listening.
- Superior Project Management and time management skills.
- Advanced computer skills including software like Microsoft suit.
- Ability to develop and train work force, build relationships, utilize skills of workforce most appropriately.
A global leader in applied safety science, UL Solutions (NYSE: ULS) transforms safety, security and sustainability challenges into opportunities for customers in more than 110 countries. UL Solutions delivers testing, inspection and certification services, together with software products and advisory offerings, that support our customers’ product innovation and business growth. The UL Mark serves as a recognized symbol of trust in our customers’ products and reflects an unwavering commitment to advancing our safety mission. We help our customers innovate, launch new products and services, navigate global markets and complex supply chains, and grow sustainably and responsibly into the future. Our science is your advantage.
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