Deputy Customer Service Manager (Chemical/Paint Industry)

Mô tả Công việc
Play a key role in assisting the Customer Service & Autotint Manager to manage the Customer Service and TCW operations, ensuring supply best quality service, good operations of TCW (TOA Color World) and achieve high customer satisfaction; developing a long-term customer service vision and strategy aligned with the company's overall business objectives.
1. Customer Services:
Ensure all customer service requests are received and completed (technical consultation, paint system introduction, provision of technical documents, mock-ups, site supervision, and inspection of product quality and coating film performance).
Manage all customer complaints regarding product quality and services, to ensure customer satisfaction and uphold the company's reputation.
Responsibility for implementing product quality warranty policies and provide technical supervision.
Coordinate with Sales and Marketing teams to expand the loyal customer base through advertising programs, promotions, seminars, customer conferences, and product training.
2. Autotint Technical Service (TCW):
Manage and operate the TCW autotint system, including strategy development, new investments, after-sales activities, and technical support to ensure efficient and high-performance operation for customers.
Manage all of TCW autotint technical service request.
Ensure effective execution of machine installation and retrieval, provide operation guidance, calibration, and setup of product formulas and pricing.
Ensure providing preventive maintenance services and control spare parts inventory, overhaul & renewal for autotint machine.
3. Budget and Risk Management
Plan, manage and control allocated budgets for Customer Service and Autotint operations.
Optimize resources to ensure that investments in technology, machinery, and tools deliver maximum value.
Identify, assess, and mitigate operational and financial risks to ensure cost efficiency and compliance.
4. Team Leadership and Development:
Train and coach painters and saleman on TOA product knowledge and application (theoretical and practical).
Lead and develop the Customer Service and Autotint team to establish a professional service culture and define clear performance objectives for team members.
Operate customer service processes in compliance with the company's policies, regulations, and DOA, while continuously improving technical service processes and customer complaint handling procedures.
Coordinate with R&D, QC and Marketing teams in product improvements.
5. Perform other related duties as assigned