Senior Manager, Customer Service
Senior Manager, Customer Service
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Job Description
An Amazing Career Opportunity for a SENIOR MANAGER CUSTOMER SERVICE !!
Location: i-Park Kulai
Job ID: 41010
Do you LOVE rewards as much as we do Do you enjoy the planningimplementationand communication ofTotalRewardsPrograms
Doescompensation sales incentives global position structures career frameworks health and wellness benefits global mobilityimmigrationandM&As-get you out of bed in the morning If so we want to hear from you!
Who are we
HID powers the trusted identities of the worlds people places and things allowing people to transact safely work productively and travel freely.
We are a high-tech software company headquartered in Austin TX with over 4500 worldwide us out here: is creating trusted identities for IoT applications through Smart Components and Enabling Services.
HIDs Identification Technologies powers the trusted identities of the worlds people places and things through smart components and cloud services. We make it possible for people and organizations to transact safely work productively and travel freely. Our contactless identification and sensing (RFID NFC and BLE) components and solution enabling technologies address the dynamic requirements across multiple industries to wirelessly connect identify collect and manage data quickly and accurately across virtually any IoT application.
Are you ready to make a difference Join us and help shape the future of security.
As our SENIOR MANAGER CUSTOMER SERVICE youll support HIDs success by:
Summary:
The Customer Service & Planning Department is responsible for the whole process of global customer orders from the incoming to the delivery (order receipt checking production order acknowledgement planning workorder creation shipping & invoice documents). Being based in HID factory Malaysia customer service acts as the interface between the sales team / customer & other internal functions to ensure smooth and accurate transfer of the information to customers. They act as Inside Sales for certain customers supporting the global Sales organization. Customer service will build an intimate relationship with the internal & external customer to understand and fulfill their needs.
Duties and Responsibilities include the following:
- Manage day-to-day activities of the Customer Service Department consisting of 3 Key Account Managers.
- Provide sales orders and review forecasts from business units to allow for timely resource/ production planning and material ordering. He/ She will also propose additional equipment investments to VP Operations.
- Create & maintain an accurate order production and delivery schedule.
- Identify and communicate needs of the department to better fulfill the requirements of the customer and company. Realize improvements where needed.
- Deal directly with strategic customers either by telephone electronically or face to face.
- Have Customer Service respond promptly to customer inquiries and within specified timeframe.
- Be the escalation to handle and resolve customer complaints in a customer centric manner.
- Obtain and evaluate all relevant information to handle product and service inquiries.
- Define training and train team to achieve best in class customer service results.
- Work with relevant department to provide pricing updates and manage delivery information.
- Manage team to process orders forms applications and requests timely and accurately.
- Communicate and coordinate with internal departments to realize OTD & CRSD.
- Work closely with NPE (New Product Engineering) & NPI (New Product Introduction) for new product & process launches to meet customer needs.
- Ensure delivery to customers based on committed schedule
- Define department strategies objectives and KPIs to achieve company goals and objectives.
- Measure report and improve Customer satisfaction CRSD & OTD and grow customer demand and load the factory.
- Responsible for directing and driving the activities and productivity of Customer Service department towards operational excellence.
- Support in SLOB management via finding alternative businesses.
- Ensure all activities within their area of control are conducted in a manner that complies with environmental control procedures and does not create unnecessary environmental impacts
- Monitor and ensure compliance with environmental operational controls and compliance with applicable legal and other requirements.
- Other tasks as assigned to him/ her in an accurate and professional manner
Qualifications
Education and/or Experience
- 10 years experience in customer service in the electronic industry
- > 5 years management experience
- Knowledge of administrative procedures ERP forecasting planning
Language Skills
- Able to read and write in English
- Bahasa and Mandarin are an added advantage
- Ability to read and interpret technical journals specifications technical standards etc.
Computer Skills
- Proficient in MS Office applications such as Word Excel PowerPoint Power BI etc.
- Familiar with operating systems such as Windows etc.
- Oracle experience is a strong advantage
Customer Expectations
- Pro-active & result driven
- Good communication skills
- Understand the customers needs and demands and react to the situation
Work Environment
- Employees work primarily in a manufacturing environment within a well-ventilated area.
Work Requirements
- Compliance with all relevant HID Global policies and procedures related to Quality Security Safety Business Continuity and Environmental systems.
What we can offer you:
- Competitive salary and rewards package
- Competitive benefits and annual leave offering allowing for work-life balance
- A vibrant welcoming & inclusive culture
- Extensive career development opportunities and resources to maximize your potential
- To be a part of a global organization that is pioneering the hardware software and services that allow people to confidently navigate the physical and digital worlds
Why apply
- Empowerment: Youll work as part of a global team in a flexible workenvironment learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents skills and experiences. You dont need to check all the you have most of the skills and experience we want you to apply.
- Innovation: You embrace challenges and want to drive change. We are open to ideas including flexible work arrangements job sharing or part-time job seekers.
- Integrity: You are results-orientated reliable and straightforward and value being treated accordingly. We want all our employees to be themselves to feel appreciated and accepted.
HID is committed to building a diverse equitable and inclusive workforce that reflects the global communities we serve. As an equal opportunity employer we welcome applications from individuals of all backgrounds experiences and perspectives. We evaluate applicants without regard to race color religion gender gender identity or expression sexual orientation national origin disability age veteran status or any other legally protected characteristic. Our goal is to create a workplace that empowers everyone to thrive and be their authentic selves fostering an environment of mutual respect and inclusivity. If you have a disability and require assistance or accommodation to participate in the application process or to perform essential job functions please contact .
We make it easier for people to get where they want to go!
On an average day think of how many times you tap twist tag push or swipe to get access find information connect with others or track something. HID technology is behind billions of interactions in more than 100 countries. We help you create a verified trusted identity that can get you where you need to go without having to think about it.
When you join our HID team youll also be part of the ASSA ABLOY Group the global leader in access solutions. Youll have 63000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions supporting them with regular feedback training and development opportunities. Our colleagues think broadly about where they can make the most impact and we encourage them to grow their role locally regionally or even internationally. As we welcome new people on board its important to us to have diverse inclusive teams and we value different perspectives and experiences.
#LI-HIDGlobal
Required Experience:
Senior Manager
Employment Type
Full Time
