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Customer Services Supervisor
Work Location: Ho Chi Minh
Job type: Full-Time
Posted: 17-09-2024
Salary: Negotiate
Email: [protected info]
Job Description
- Set and track customer experience KPIs, assess process performance, and pinpoint areas needing improvement.
- Evaluate and recommend technology solutions and analytical tools for management reporting, order handling, and addressing discrepancies.
- Promote the digitalization and automation of processes to enhance both customer and employee experiences.
- Lead and nurture the customer experience team, fostering a culture of personal growth, empowerment, and collaboration.
- Ensure effective and valuable management of order-to-cash and customer engagement processes.
- Develop and communicate standard operating procedures for the order-to-cash process, oversee the implementation and effectiveness of these procedures, and report on any deviations.
- Collaborate with local and global demand and supply teams to input customer demand and ensure the smooth execution of demand management workflows.
- Maintain pricing conditions and records of changes, investigate and resolve pricing discrepancies, and standardize the pricing process to reduce manual adjustments and ensure alignment with internal controls.
- Analyze data from transactional business activities and work closely with the frontline team and demand and supply teams to drive business outcomes.
- Oversee the handling of returns and complaints, and implement initiatives to improve customer satisfaction.
- Manage the customer onboarding process, maintain customer master data in SAP, and interface with SDW.
- Coordinate logistics setup and schedule updates with import operations.
- Perform additional duties as assigned.
Job Requirements
· Bachelor's degree in supply chain management, Business Administration, or a related field.
· At least 5 years of experience leading teams in customer experience management within a supply chain environment.
· Excellent communication skills and ability to build and maintain relationships with internal and external stakeholders.
· Strong analytical skills with the ability to use data to drive decisions and identify areas for improvement.
· Knowledge of supply chain including demand planning and logistics.
· Experience using SAP