ESSENTIAL FUNCTIONS / MAJOR RESPONSIBILITIES :
Oversee day-to-day operations in the customer service department
Respond customer service issues in a timely and professional manner
Execute and ensure compliance of SOP that meets customers’ needs and be consistent with the global standards agreed by the brands.
Maintain accurate records and document all customer service activities and discussions.
Responsible for department goals and KPI. Cascade company and department strategy, direction and goals to team members, define measurement tools and follow through
Responsible for team’s performance management process. Coach, train, motivate and develop whole CS team to promote excellence and consistency in all aspects of the job.
Creates and maintains a positive, respectful and learning environment for staff.
Establish communication channels, which contribute efficiencies between departments for customer order and delivery requirements.
Clarify relationships between jobs, avoiding overlaps and gaps in responsibility.
Prioritize and assign work to CS teams. Optimize resources and balance workload within the CS team.
Work with internal function teams to assess delivery and quality issues, handle customer complaints and claims professionally and properly
Work closely with packaging sourcing team and quality team to ensure production suppliers are delivering their services to our expectations as well as supporting any corrective plans or continuous improvement projects.
Work with Sales / PM team on forecast and share with related suppliers.
Monitor program volumes and order movements in the region.
Collaborate with Account Management Team to build relationship with customers / OEMs. Develop and support initiatives to improve service and add value to customers.
Collaborate with Central Services to develop, implement and improve any local / regional standard operating procedures.
Collaborate with Finance Department in set up of internal SOP related to customers’ activities and ensuring compliance with auditors’ requirements.
Assist to ensure customer AR balances are well monitored and collected in time.
Contribute to the development of internal / external systems and applications to maintain and improve functionality, accuracy and efficiency.
Work with IT and other departments on the system testing, upgrading and training to improve team efficiency & accuracy
Other tasks assigned by Supervisor.
5+ years of working experience in customer service within packaging / printing industry, with 3+ years of solid experience in management or supervisory position
Good command of verbal and written in English and local language
Proficient in MS Office and ERP System
Work related experience and good understanding of packaging design and production
Chinese Mandarin / Cantonese is a plus
Strong organizational skills, ability to set goals, maintain focus and follow through
Strong problem solving skills and effective decision making skills
Excellent interpersonal and communication skills
Mature, active and self-motivated. Able to manage stresses.
Committed, ability to handle multiple tasks and work well with little direction and under pressure
Strong and effective leadership and management skills
Import and export experience is preferred
Knowledge of production planning and inventory management is preferred
Good presentation skills
If you are interested in applying for the vacancy, please contact lukas.huynh billerudkorsnas.com