Job location : Kuala Lumpur
: 02/18/2021 - 01:00
Job reference : REQ - 03874
Manages and supervises all Customer Service (“CS”) activities (i.e. Order to Cash, Care to Retain processes) of the business area, which includes cross BA relationship management and coordination with other regions, and ensures the delivery of Imerys clients on time and in full while reaching a high customer satisfaction level.
Lead and continuously improve the Customer Services of PM APAC to achieve customer satisfaction, operational efficiency and harmonized practices (‘One-team’ CS PM APAC)
Manage a sizable team to timely process customers’ business needs from Imerys and process customers’ orders fulfilling internal compliance requirements.
Closely work with Sales and Supply Chain as well as any other internal function involved in the Order-to-Cash and Care-to-Retain macro processes such as Production, Finance, etc... to support the operation and ad-hoc project if any.
Analyze the data from CRM (SalesForce) and BI Portal to address customers needs and report to senior management.
- Customer Service team and activities management
Lead and oversee the Customer Service Department in PM APAC, manage and coordinate the CS teams (direct reports: Local CS Managers and Transversal Support Lead in charge of continuous improvement and best practice sharing) and re-allocate resources to support business continuity practices
Manage the customer service personnel in terms of recruitment, training, performance and career development, along with dedicated HR teams
Create and maintain the PM APAC CS community, with appropriate reporting framework and governance to have in place efficient sharing of information between teams
Harmonize practices across Customer Service clusters as much as possible taking into account local specificities
Develop Support function to improve overall Customer Service quality and efficiency
Provide daily direction and communication to direct reports so that duties are performed in a timely, efficient and knowledgeable manner and able to positively influence others not within the direct reporting line
Respond to and resolve departmental problems that warrant special attention
Engage selectively in significant order, shipment or billing issues and in critical customer complaints
Reports updates, performance and main issues to Business Planning & Supply Chain VP or any other leadership member as and when required
- Customer performance monitoring & continuous improvement
Evaluate processes for improvement, and implement solutions which support company and departmental standards, procedures and strategic directives
Work alongside the executive team to move forward company goals and initiatives. Interface / Business Partner of (i) Segments / Sales, (ii) Product Manager, (iii) Industry, (iv) Other BP&SC functions (Demand Planning, S&OP, Logistics…), (v) Purchasing, (vi) Finance
Share accountability on KPIs such as OTIF and customer satisfaction
Measure effectiveness of customer success: define operational metrics for the team and establish systems for tracking metrics
Develop and track key performance indicators that will be the driving force to improve service provided to customers.
Customer Service Lead/Manager
Customer oriented profile with previous Sales/Sales Admin exposure
10+ years of experience in customer service, leading a sizable team with a strong background in manufacturing and trading business. Proven experience in a CRM program is an advantage.
Experience in or dealing with the neighboring functions of Customer Service (Sales/Sales Admin, Supply Chain & Logistics, Production, Finance) is an advantage in understanding and engaging them relevantly
Deep knowledge of customer journey improvement to drive customer centricity
Experience in managing teams across countries in APAC
Proficient in English. Other language(s) such as Chinese or Japanese will be advantageous, but not necessary.
Only technical issues will be monitored through the below inbox:
recruiting.support@ imerys.comPLEASE DO NOT SUBMIT RESUMES OR APPLICATIONS TO THIS EMAIL, AS THEY WILL NOT BE REVIEWED. To ensure fairness and legal compliance in our recruitment processes, only applications received through the online application process will be considered.