Customer Service Manager
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Job Location:
Monthly Salary:
Posted on:
21 hours ago
Vacancies:
1 Vacancy
Job Summary
What you will do:
The Customer Service Manager oversees the full spectrum of Order Management and Customer Service operationsfrom order intake to delivery and billing. This role ensures the team meets service compliance and operational standards while driving continuous improvement in processes reporting and customer satisfaction.
How you will do it:
- Leadership & Team Management
- Lead and manage a team of Customer Service Executives to ensure alignment with the companys objectives.
- Conduct performance reviews identify gaps and implement development plans.
- Identify training needs and execute training programs to enhance team productivity knowledge and engagement.
- Foster a positive collaborative and customeroriented team culture.
- Order Management Oversight
- Ensure smooth endtoend order management: order intake fulfillment shipment delivery and billing
- Monitor team performance to meet customer expectations on OTD (On-Time Delivery) and internal revenue outlook.
- Ensure order processing complies with SOP requirements including credit terms and agreements etc.
- Ensure all orders and shipments comply with trade compliance requirements and are not released to redflagged entities or countries.
- Collaborate with the Trade Automation Team to continuously improve compliance processes and cycle time.
- Ensure shipping documentation meets Letter of Credit requirements.
- Cross-Functional Collaboration
- Maintain strong working relationships with internal and external stakeholders to resolve escalations or urgent issues.
- Lead the CS team to collaborate closely with Sales Planning Warehouse Logistics Finance and external customers.
- Support ad hoc supply chainrelated projects as needed.
- Reporting & Analytics
- Prepare and present weekly and monthly management reports to key stakeholders (e.g. On-Time Delivery customer complaints revenue fulfillment status etc.).
- Set monitor and analyze KPI performance across the Customer Service team.
- Drive costsaving initiatives and KPI standardization projects.
- Process Improvement
- Develop implement and maintain customer service policies procedures and SOPs.
- Work with the OPEX or CS team to lead continuous process improvement through the use of automation tools to simplify and improve processes.
- Champion the use of AI and automation tools for the CS team.
What we look for:
Education & Experience
- Degree/Diploma in Business Administration Customer Service Logistics Supply Chain Management or equivalent.
- Minimum 5 years of Order Management experience in a fast-paced manufacturing or distribution environment.
- At least 2 years of team leadership experience.
- Experience with ERP systems (preferred: Baan Oracle JD Edwards SAP).
Skills & Competencies
- Strong problemsolving skills and meticulous attention to detail.
- Customeroriented patient and able to handle pressure in fastmoving environments.
- Strong interpersonal skills with the ability to work effectively in a multicultural environment.
- Proficient in MS Office applications including automation tools.
- Knowledge of Trade Compliance practices and Letter of Credit processes.
- Six Sigma Green Belt/Black Belt certification is an advantage.
Language Requirements
- Fluent in English (spoken & written).
- Mandarin proficiency is required due to frequent interaction with China Hong Kong and SEA regional customers.
What we offer:
- Competitive salary
- Paid vacation/holidays/sick time
- Comprehensive benefits package
- On the job/cross training opportunities
- Encouraging and collaborative team environment
- Dedication to safety through our Zero Harm policy
#LI-WH1
#LI-Onsite
Required Experience:
Manager
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
Johnson Controls is a global diversified technology and multi industrial leader serving a wide range of customers in more than 150 countries. Our 120,000 employees create intelligent buildings, efficient energy solutions, integrated infrastructure and next generation transportation sy ... View more
