Customer Service Manager
Customer Service Manager
Posted on :
07-05-2025
Employer Active
1 Vacancy
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Job Description
Customer Service:
- Manage customer order to cash process and lead the customer service team to meet the function objectives.
- Coordinate daily operation issues improve customer satisfaction provide support to sales team and customer.
- Fully understand OTD process manage the special request of order coordinate with RDC and transport suppliers to ensure 3PLS can implement customer requirements in a timely and accurate manner.
- Claims process improvement including followup reviews and optimizations.
- Follow up the delivery and intransit of orders to ensure all orders are delivered to customers on time and in full.
- Deal with the abnormal situation in transit timely coordinate with related department to make solutions and quickly response to the customer.
- Foster relationship with customer and improve satisfaction
- Set routine communication with key stakeholders and continuous improve service level
Team management:
- Prepare operation SOP and training material provide training and coaching to team members to improve service quality
- Team development plan with design roadmap.
- Optimize team to improve efficiency and build value chain for the shared service customer service team
Project and others:
- Project management: Hotline upgrade digital development of CRM business integration process optimization CSR deployment.
- Regular meetings with cross functions meeting material preparation and presentation.
- Develop digitalization tools and platform provide innovative solutions.
- Other tasks assigned by line manager.
Qualifications :
- Bachelors degree in logistic or relevant major.
- At least 8 years practical experience of customer service management claim management.
- Familiar with ERP system CRM logic. SAP experience is a plus.
- Good communication skills with internal department result oriented customer orientated can work under pressure.
- Proficiency in Microsoft Excel Word PowerPoint.
- Project leading experience and claim management is a plus.
Additional Information :
.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
Key Skills
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