CS SEA Leader

Location Klang
Discipline Sales & Marketing
Job reference 173837
Salary 10000.0
Consultant name Joseph Kirupakaran Andrew Isaac
Contact email [email protected]
Contact no. 03-20870000
Contact name Joseph Kirupakaran Andrew Isaac
Contact email [email protected]
Contact no. 03-20870000

CS Sea Leader

Salary: RM10,000

Manage support & develop Customer Service Reps, ensure the day to day execution of the Customer Service operations; monitor team performance and contribute to a positive workplace. The role is to provide superb / excellent customer service by leading and motivating the CS team; developing employee loyalty programs and reaching customer satisfaction goals.

Responsibilities Include:

  • Ensure the management, development and monitoring of Customer Service team in respect of all Momentive values, strategy and policies;
  • Ensure effective and efficient Order to Cash process to maximize efficiency and service level;
  • Coach & develop Customer Service agents to emphasize their customer focus, customer intimacy and communication;
  • Manage specific issues and alert the management of the associated business risks;
  • Monitor queues and backlog ( distressed orders / holds/ Open Customer Claims );
  • Act as the referent for the commercial organization: account Managers positions;
  • Execute business continuous improvement plans;
  • Use the Customer Service KPIs dashboard to pilot the activity; monitor the performance of the team and communicate to the main stakeholders.
  • Ensure the daily management of the Customer Portfolio – Order Management; coordination with Supply Chain and support being provided to Commercial colleagues assigned to the same portfolio.
  • Analyze data from SAP and Salesforce to identify open issues and take action
  • Act as the interface between Sales, Demand Planners, logistic services and all other support departments- Product Stewardship; Trade Compliance; Quality, legal ….
  • Manage Inside sales to handle/response from external customers inquiries about sales related matters (Documentation, Sample requests, etc.) co-work with other functions
  • Manage to be the main contact for customer communication of selected accounts, build and maintain business relationships with customers through multiple communication channels
  • Have new leads qualified by marketing or sales and turn new leads into buying customers with follow-up on sample process
  • Manage the business leads and ensure high conversion rate especially through follow-up on sample management
  • Provide support to the channel team on as needed basis
  • Responsible to ensure efficient IS process, of logging and answering inquiries, is operating efficiently and potential customers, current customers, and internal customers are satisfied and business objectives are met.
  • Build sustainable relationship of trust through open and pro-active communication.


Qualifications:

The following are required for the role

  • Functional: Master in SAP (SD module) - Fluent English- with business as well as planning and logistics; excellent organization skills; detailed orientation professional; Works Well Under Pressure in a Fast-Paced and complex environment.
  • Managerial: Excellent ability to understand company’s culture, business practices and long term business strategy; Excellent Client Relationships; Strong Communication Skills; Complex Problem Resolution.
  • Leadership: Excellent presentation; Team Player; Customer and Performance Driven; communication and interpersonal skills; adaptable to changes; ability to solve conflicts; sense of accountability; can- do attitude.