Customer Service Operation Manager

*** Purpose of the Job/Job Mission:
Develop customer service business, operate and lead the CS operation team to meet the goal of team and company.
*** Essential Functions
1. Customer's Management
- Handle and process customer enquiries for service requests
- Understand the needs and requirements of customer in order to provide the right information, advice and assistance for service request and deployment of Service Engineers.
- Answer customer telephone inquiries, orders, service needs and complaints professionally and respond
2.Collaboration with CS Sales Team
Collaborate closely with CS Sales Team include Customer Relationship team to support any sales lead for spare parts opportunities shared by Service Engineers' site visit
3. Leadership of Service Operations Team
- Ensure proper resource planning of Service Engineers for delegation such as project start-up, service and warranty etc., including weekend and emergency call
- Proactively planning engineers for service contracts fulfillment, delegation of Project Start-Ups and Customer Care Visits
- Lead the management of the day to day workload for the maintenance team to ensure an effective and efficient service is delivered and departmental targets are achieved, including the planning and resourcing of Planned Preventative Maintenance (PPM) and maintenance shutdown.
- Coordinate activities of service or technical personnel focusing on quality and efficiency in service delivery
- Lead CS Workshop's logistics support : coordination with customers & Workshop Supervisor for delivery, invoices and payments
- Responsible for the growth and development of Service Operations team including training and development needs
- Responsible for hiring of competent of the team
- Drive a culture of continuous improvement throughout the team of skilled Service Engineers.
- Provide leadership and line management to the team, coordinating and overseeing their workloads, providing support to ensure that the team delivers, monitoring any issues, and ensuring targets, Key Performance Indicators (KPIs), and quality standards are met.
- Develop the team by focusing on individual performance and support requirements to achieve high standards, whilst fostering a culture of working safely.
- Contribute CS resources to regional support where necessary
- Work closely with Accounts Department to ensure proper invoicing and payment of customers for CS related services
4. Leadership of CS Workshop
- Ensure proper resource management and capacity planning of the CS Workshop
- Maintain a high quality output of roll refurbishment with an improved lead time to customers
- Maintain 3rd party supply contracts and service agreements, amend where require to improve quality, turnaround time and costs
- Implement and maintain a workshop process that drives positive coverage difference
- Evaluate market potential, competitor strength & weakness and Buhler's value
- Manage workshop quotations, order processing, invoicing and logistics