Customer Service Manager, Msia & Spore
Rockwool · Klang
General responsibilities and activities include but is not limited to:
To ensure Customer service team carry out the customer service function by ensuring that orders entry, delivery management, invoicing and customer complaints are processed on timely manner at most cost-effectively, while maintaining company core value of unbeatable customer service.
Customer Service Manager has to ensure the team has efficient communication between customers and inter-department either via phone calls, email, Whatapp or face-to-face in relation to a product or service.
Key responsibilities and activities include but is not limited to:
Review and improvise Customer Service team processes and guidelines with other departments from time to time to achieve highest efficiency and effectiveness in accordance to the business requirement.
To ensure Customer Service team members understand and adhere standard operation procedures including Do's and Dont's.
Issuance of Show cause letter, counselling letter, verbal warning letter as and when required.
To ensure Customer Services team are able to process domestic, inter-company orders and export orders efficiently and effectively.
Arrange internal and external training to enhance Customer Service team members knowledge and exposures.
To resolve escalated cases/incidents for a win-win solution under the guideline of Supply Chain Senior Manager on timely manner.
To ensure SAP invoicing system works well with Lembaga Hasil Dalam Negeri (LHDN) under MyTax system and escalate to global IT team as and when required.
Work closely with Sales Support, Sales & Marketing team for power pricing setup in SAP and e-shop following the structural way and upkeeping the data according to policy.
To ensures all customer ordering queries are processed efficiently and promptly, ensuring that our direct contact does, in fact provide unbeatable customer service.
Escalate for advise when there is a potential incoming big orders/spike in finished goods demand for production planning and stock movement arrangements.
Strong stakeholder management with other departments such as sales, finance and operation for special situation (plant shut down, machine stops due to low volumes), ready stocks for sale, etc.
To ensure and work closely with Finance department on the MICCI renewal (and any other relevant permit/license) complete on timely manner.
To check and approve staff claims with best justification.
To review and approve vendor payment on timely manner.
Job Requirements:
- Experienced managing a team is preferred.
- 5 years experience required preferably in manufacturing industries
- Experience in analyzing key data to provide relevant, timely & accurate information
- Must be proficient in use of Microsoft office (outlook, calendar, mail)
- Strong management & leadership skills
- Able to travel outstation/within the region
- Dynamics & outgoing with excellent inter-personality skills
- Good communication skills
- Knowledge of SAP CRM will be added advantage