Position Details

Summary

The Customer Service Manager shall ensure effective management of Customer Service Department ensuring compliance to target performance and measurements, thereby, maintaining service levels with Principals.

 

1. Manages the Customer Service Department of the assigned site and/or account.

  • Ensures that Order Fill Rate are accurately measured and reported on a regular basis
  •  Ensures On-time feedback to customer inquiries
  • Ensures On-time resolution of complaints

 

2. Plans and implements actions together with Contract Managers and aligned with the principal requirements for more effective and efficient operations and services.

3. Attends to and resolves operational concerns and issues of the principals.

4. Supports and works on achieving monthly sales targets of principals.

5. Leads special projects required to further improve and systemize operations (inventory management, transport, returns, warehouse and other sections) and provide best service to principals and customers.

6. Coordinates with the different departments and divisions in the organization to effectively implement day-to-day operational tasks.

7. Monitors, aligns and recommends improvements on Key Performance Indicators (KPIs) of the different operating sections handled.

8. Ensures that target KPIs are strictly achieved by the different operating sections.

9. Ensures continuous improvement process in all facets of the operations.

10. Reviews and analyzes reports required by the principals prior to submission.

11. Attends principals’ coordination meetings or business reviews as required.

12. Responsible for the preparation, review, and compliance to departmental budgets.

13. Responsible for the training and development of the team.

14. Responsible for the evaluation of his/her team members.

15. Performs other necessary tasks as deemed necessary.

Job Qualifications

  • Graduate of any 4 year business course
  • Minimum of 3 years related work experience in Customer Service in similar capacity·
  • Preferably, with Supply Chain operation background.
  • With experience in handling people.

Skills and Competencies Requirements

  • Above average oral and written communication skills
  • Presentation skills
  • Business knowledge
  • Interpersonal relationship
  • General management
  • Leadership skills
  • Order Management
  • Customer Relationship Management
  • Supply Chain Business Knowledge
  • Inventory Management
  • SAP
  • System application usage

Application Form