What you’ll do:

• Lead a team responsible for all levels of SCM & customer support, responding timely to client requests, review and ensuring customer orders are processed with speed and in compliance with internal and external policies etc.
• Directly supervises customer service team, inclusive of training, planning, coaching, assigning, directing work, and appraising performance.
• Monitors and coordinates all customer service activities, inclusive of tracking all order status, backlog liquidation,deliveries and customer billing.
• Works collaboratively across multiple functions to determine how and where improvements can be made to increase performance of the team and customer satisfaction.
• Strong managerial skills to be able to prioritize time commitments, long term process improvement, and shorter term delivery yield improvement initiatives.
• Continually seeks for waste elimination, process automation opportunities to achieve process standardisation with speed and accuracy.
• Develop and implement customer service policies and procedures to support new business initiatives.
• Partner with country leaders to forecast or deliver monthly sales targets.
• Define and implement processes to support internal and external customer needs.
• Think and act strategically: Builds strong customer relationships and anticipates/delivers customer centric solutions; Grows the business and outperforms our markets.
• Consistently achieves results, even under adverse circumstances; continuously improve customer satisfaction.
• Builds a pipeline of high performing, diverse teams and optimize the customer service process.
• Be passionate for the customer service activities, conveying optimism about the future and its possibilities
• Sets expectations high and galvanizes the team to achieve them; effectively prioritizes and acts with speed and focus to drive the customer service improvement.
• Promote a positive and trusting working environment that enables and encourage teamwork and performance
• Learns quickly when facing new situations
• Play by the rules and act with integrity; creates an atmosphere that encourages employees to speak up about ethics concerns.
• To be committed & responsible for Quality Management System:
• Implement the process approach and risk-based thinking
• Provide the necessary support to fully implement and sustain the QMS
• Communicating to the organization the importance of conforming to QMS requirements
• Ensuring the QMS meets its goals
• Engage, direct, and support individuals contributing to the QMS
• Create a culture of continuous improvement

Qualifications:

• Bachelor degree in business, marketing, electrical or related areas preferred
• 5+ years supervisory experience with proven track record in managing a customer service team
• Proven competencies in Customer Service, Order Fufilment, Supply Chain Management, Sales or other related functional background
• Possess Knowledge of customer contracts and terms
• Familiar with SAP system, preferably on SD module
• Possess Knowledge on Incoterms 2020 and handling Letter of Credit
• Committed and dedicated to customer satisfaction
• Empathetic to clients’ needs
• Excellent listening skills
• Articulate and effective communicator
• Comfortable presenting to peers
• Flexible and adaptable
• Ability to establish and maintain strong relationships
• Excellent customer service skills
• Demonstrated supervisory skills
• Ability to learn complex material and train others
• Excellent problem solving, decision-making, planning, organization and time management skills