Sea Customer Service Manager

Purpose

Lead the Customer Service Team to improve customer satisfaction level by ensuring quick response to customers RFQ, order confirmation, on-time delivery, accurate revenue forecasting and on-timing invoicing, in order to expand company presence in the SEA+ and Indonesian market. Interface with other functions such as Commercial, production, demand planning, etc, on regular basis.

Responsibilities

Be responsible to process the customer’s order, complaint, and special request etc., by logging into company systems and communicate with relevant departments timely and accurately.

• Acknowledgement of Customer’s orders, monitors and ensure orders shipping schedule meeting customer requirements, especially urgent orders.
• Analyze backlog orders to pushing factory for earliest fulfillment
• Visit to key customers to enhance customer experience
• Verifies customer requests are processed correctly and special handling orders are expedited.
• Provide accurate revenue forecast by keeping up-to-date the production and delivery status.
• Other duties required if apply
• Ensure on-time and accurate billings and reflect customer’s demands
• Reports and handles customer queries and complaints of products quality with due care and timeliness
• Respond to Customer’s request for quotation in timeliness and completeness
• Organize online survey to collect customer satisfaction information

Manages internal and external customers with company policy

• Follows defined policies and procedures to maintain efficient customer service cycle, following logical and systematic approaches
• Understands and able to correctly work with company policy
• Interacts effectively and professionally with others and able to initiate, establish and maintain highly effective relationships with customers

Execution and supports

• Strong attention to details, accurate and maintains quality and productivity expectation
• Update and maintain delivery status to customers and in systems.
• Liaison with Customer, Sales and factories on deliveries, documentation etc. to promote cohesive customer relationship
• Issuance of back-to-back order to factories, including assignment of supplying locations and co-ordination of shipments & etc.
• Work with factory for on-time delivery to customers in cost-effective ways

Requirements

• Experience working with South East Asia and Australia region customers
• Able to perform under pressure
• Bachelor’s degree, commercial or technical study
• Pro-active, service orientated, enthusiastic team player
• SAP experience is preferred
• Experience in a multi-national Company as a Customer Service Manage
• Microsoft office proficient
• Technical affinity with the plastic pipe industry or construction industry advantageous
• Excellent communication skills