Customer Service Manager, Msia & Spore

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