Customer Service Team Leader

Việc làm đã hết hạn

Position Summary:
To assist CSM daily on management sales operation in term of customer servicing processes; to direct accounts such as those of distributors, draught beer outlets; to plan and execute customer service operation from order to cash; to ensure that all sales operation be followed properly as per procedure at all times.

Job Description

  • Customer Relationship Management: Builds relationships with customers, generating trust and credibility and proactively fulfilling customer service requirement
    • Handles complaints to satisfy customer requirements.
    • Provides accurate information to Sales upon request regarding customer orders placed.
    • Provides information on order status upon customer request.
    • Proactively contacts customers to ask for feedback on (a) quality of order management process, (b) complaints regarding handling, (c) service policy.
    • Investigates regularly the satisfaction and further needs of the customer after delivery of the product.
    • Makes proposals that meet both short- and long-term needs of the customer.
  • Customer Service Planning: Sets customer service targets and initiatives, in line with company strategy
    • Takes into consideration service Level targets and works together with other departments to achieve it (Commerce, Supply Chain, Production).
    • Understands customer requirements by channel and communicates those needs within the OpCo.
    • Implements processes of continuous improvement to bring value to customers, in line with internal objectives.
    • Sets challenging targets to push the organization towards excellence in customer service level from Order-To- Cash.
    • Acts as project leader of customer initiatives mobilizing the departments involved (Sales; IT).
    • Monitors process KPIs and acts accordingly Analyses KPIs, monitors trends and determines improvement actions.
  • Order Management: Adds value to the customer and the company through the order management process
    • Ensures incoming orders are checked and sent to warehousing and transportation departments, within the cut-off timetable.
    • Understands the priority and criticality of different customers, channels and situations.
    • Reports mandatory KPIs on order management performance.
    • Adjusts the stock allocation process and logic to maximize customer service in line with RTM and channel strategy.
    • Increases visibility on customer performance to improve order acceptance process (e.g.ordering patterns, payment history, etc.).
    • Collaborates with Finance to improve the credit check process.
    • Supports TPM logistics improvement Routes.
    • Provides his/her team with guidelines on the handling of critical customers and critical issues.
    • Influences customers to modify their ordering behaviour to improve total supply chain performance (e.g. Influence delivery frequency, order size, assortment).
  • Accounts Receivables Management: Executes the accounts receivables process accurately, according to credit guidelines
    • Sends information periodically to the customers of their financial account position.
    • Escalates potential issues on time to ensure the proper solution.
    • Communicates efficiently and frequently with Sales Team to have all necessary information available.
    • Shares information with Sales/ Logistics about blocked orders customers.
  • Financial Understanding: Understands the financial and logistics impact of customer service in the organization
    • Reports the mandatory KPIs related to financial performance (e.g. Overdue days, DSO
    • Shows understanding of the whole Order-To-Cash process.
  • Commercial Understanding. Understands the commercial processes and objectives and their relevance for the Order-To-Cash process. Understands and identifies:
    • The commercial strategy for each channel (price, service, innovation) and strategic importance of different customers/channels.
    • The impact of changes in the pricing strategy and promotions in the sales volume.
    • Reports issues when strategic customers/specific promotional activities are affected by stock or capacity shortages.
    • The cost of lost sales or order backlog.
    • Gives proper priority to the complaints management related to critical customers.
    • Checks whether the Order-To- Cash procedures are meeting the requirements of critical customers/ channels.
  • Reports: Prepare and monitor report
    • Contract flow/process.
    • Promotion summary for deduct or ex-brewery program.
    • Collect Statement on time & Update sales team timely about the statement collection status & Statement report.
    • Complete termination / transfer right / contracts in time.
    • KPI Report.
  • Others
    • Carry out other duty assigned by LM

Job Requirement

  • University graduation/Bachelors in banking/finance/trade or related profession.
  • At least 3 years of experience.
  • Good communication & negotiation skills.
  • Numerical skill, accuracy and carefulness.
  • Risk management skills.
  • Good problem solving skills.
  • Good planning skills, forward thinking.
  • Good competence on Microsoft Windows applications.
  • Active, helpful, hard-working and cooperation attitude.
  • Integrity & knowledge of administration.
  • Fluency in English (both compositional and oral).

Cảm ơn bạn đã đăng ký, hệ thống sẽ gởi email thường xuyên cho bạn.

Tự tin chiến thắng
mọi cuộc phỏng vấn!

Thư viện câu hỏi phỏng vấn đa dạng với nội dung được góp ý bởi các chuyên gia nhân sự hàng đầu.


Gửi video trả lời phỏng vấn của bạn để nhận được những lời khuyên hữu ích
từ chuyên gia.

Hãy cài đặt ứng dụng ngay hôm nay!