Customer Service Manager Job

Mission Details

HSE
• Zero accident
• APE/ECU availment once a year
• SOSubmittal1/month or12/year; ensure all CSS' submission of the same
• 100% attendance & participation to HSE talks/initiatives

CUSTOMER INTIMACY
• Collaborate and communicate information (e.g., market information, customer insights, trends,
etc.) to stakeholders across the business using appropriate communication methods.
• Analyze customer challenges, evaluate results and choose best resolutions and alternatives;
identify opportunities to improve service levels
• Develop, implement and/ or manage the organization's customer service policies, procedures, standards, and strategies
• Ensure all customer service activities support and strengthen the strategic objectives of the overall organization
• Develop and measure key performance indicators to determine and improve the effectiveness of all customer service activities through yearly company-wide survey
• Ensure Customer Satisfaction Rating for Delivery is an average of 90% (Often &/or Always, for both Accuracy & Timeliness) in collaboration with Logistics
• Plan, organize, direct, manage, and evaluate the customer service activities and budget of the team

RETURNS MANAGEMENT
• Ensure resolution on or before 60-dayCMperiod for regular returns and75-day CM for special returns
• Ensure that investigation and action are executed the day the complaint /return request was received
• Ensure timely escalation of concern to stakeholders, if any

COACHING
• Interview, select, coach, train, instruct, manage, and appraise the performance of associated customer service personnel and mentor select staff
• Closely monitor and track staff performance in reference to objectives set
• Provide staff with guidance in handling difficult or complex issues or problems so they can be resolved effectively and efficiently.

DEPARTMENT REPORTS
• Prepare or oversee the preparation of reports related to the customer service function for upper management
• Report accurately and in a timely manner data on sales performance, on-hold, etc. on or before the 5th working day of the month & unserved on the 7th working day of the month

ORDER MANAGEMENT
• Accuracy of order entries - errors must only be .10% of the total OEs. This includes credit/debit adjustments. Exclude errors corrected within the month, if any
• Timeliness of OE- within1 day upon receipt of PO.
• Approval given on beyond norm orders i.e. TP for direct accounts
• Timeliness & accuracy of consignment entries; ensure no missed replenishment of stocks, unbilled liquidation

COMPLAINT MANAGEMENT
• Ensure that complaint resolution is within the 30-day & 60-day turnaround time for quality and non-quality-related complaints, respectively, by coordinating with stakeholders involved and communicating to account status update
• Ensure that all closed complaints are covered with signed Corrective Action Report (CAR)

INQUIRY MANAGEMENT
• Closure within 24 hours upon receipt
• Post inquiry upon receipt; complete report until end of week of shifting assignment

Required Profile

• Knowledge: Business intelligence, technical, client orientation, profitability, project management, relevant product knowledge, product pricing, sales operations
• Skills/Abilities: Language skills, communication skills, strong management and negotiation skills, above-average mathematical skills, computer skills
• Attitude: Guts, innovation, cultural awareness, team spirit, safety
• Education: Graduate of any business course
• Experience: At least 3 years related working experience