Job Description:
Key ResponsibilitiesSupervise daily order operation and support all types of order processing when necessary.
Build effective customer service team and engage direct reports in lined with targeted results in team engagement.
Deliver targeted customer service level in quantitative/qualitative index.
Collaborate with Demand team for special promotion planning and execution.
Monitor operating system status and participate in system/process upgrade projects.
Arrange the non-sales delivery as per requested by all functions.
Lead weekly operation meeting to quickly react to operation challenges and continue to improve efficiency.
Prepare CS-related KPI report and identify focus areas for continuous improvement.
Leading or participating into the related initiatives to drive the excellence in customer service.
Serve as backup role for consumer hotline and arrange products to consumer.
Key User of local business Process Expert of ERP & ordering related systems, responsible for 1st level support for operational associates in the unit
Own end to end issue resolution.
Raise request to 2nd level support.
Train new associates.
Lead or managing process change.
Conduct and coordinating any relevant systems testing.
Document local process specifics / uniqueness to ensure key knowledge is captured and retained.
Proactive contribution into the network of key users and functional experts from other sites / countries.
Key Relationship:Reports to: Market Supply Chain Head
Peers: Market Supply Chain Team
Direct Reports: Customer service executive
Other key relationships:
The role will be part of the core team under Market Supply Chain Head. This role will be the spoke for customer service within supply team.
The role will collaborate with internal (Demand, S&F, CA teams) and external stakeholders to deliver customer service-related tasks and requests.
The role will be the representative for local market to build the connection with other markets and attend customer related activities organized by region/globe.
Job Specifications/Qualifications:1. Education & Professional Qualification
Minimum 5 years’ experience in Customer Service.
Degree qualified in Business Administration or related field.
2. Knowledge/Experience
Proven ability to impart technical expertise to customer's advantage.
Experience in a multinational consumer goods company (FMCG) environment is desirable.
Has experience in managing customers' enquiries and expectations.
Excellent communication (both written & oral) in Chinese and English.
Key Functional Competencies & Technical Skills：Customer Focus
Analytical Capability
Project management
MS Excel, PowerPoint, Word
Key Supporting Competencies：Business Acumen
Drive results
Conflict Management
Communication
Build effect team