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Customer Care Manager
- Top three office furniture supplier
- Internationa business exposure
Tier 1 office furniture supplier with multiple brands
1.Customer Care Vision: to lead the team of Customer Care officers to deliver excellence service to the customer with integrity.
2.Early Involvement: Work closely with the Sales team to understand the forecast on Sales projects that will be potential orders for the factory.
3.Order Accuracy: Work with the customers to ensure accurate orders are release to the Planning team as per the agreed timelines.
4.Order Proritization, Carry Forward and Exceptions' management: provide information to the Planning team for customer and order prioritization in care of short-lead orders. Handle exceptional orders and less than lead time orders as per the strategic needs of the business.
5.Monitor Orders & Communicate: Monitor Orders and communicate proactively with the customer on any potential issues in dispatching the complete order.
6.Claims: Ensure all claims, returns, refusals from the customer are to be handled and managed appropriately, with hassle-free issues to the customer. Lead the investigation and closure of all cases.
7.Order Completion: Work closely with the Planning, Logistic and Finance team to ensure accuracy in the order fulfillment.
8.Communication: Strong in communication with all levels, internally and externally. With the ability to provide prompt response to the customer and act as a leverage between the customer and the factory.
Education and experience
Degree Level Qualification, preferably in a technical discipline
Minimum of 4 years management experience in an operations/planning/inventory environment
Committed to and able to demonstrate being passionate about process improvement and delivery of excellent customer service
Planning and ERP experience
Excellent English skills - both written and verbal
Able to develop and implement effective processes
Able to influence and manage a supplier team in a complex relationship
Able to present information in verbal and written form
Able to handle people issues in a sensitive, fair and consistent manner
Able to demonstrate a case using data
Able to conduct business using appropriate electronic system and IT packages
Excellent interpersonal and leadership skills particularly communicating with cross functional team members
High level of drive, initiative and assertiveness
Seeks to achieve results through others
Innovative and creative in devising solutions to problems and selling them to other members of the team
Able to implement change and adapt to meet new challenges
Able to work under pressure
Flexible and able to travel as required.
International Business Exposure
Competitive Salary package
Significant team management