Customer Service Manager Msia & Spore

**General responsibilities and activities include but is not limited to:** To ensure Customer service team carry out the customer service function by ensuring that orders entry, delivery management, invoicing and customer complaints are processed on timely manner at most cost-effectively, while maintaining company core value of unbeatable customer service. Customer Service Manager has to ensure the team has efficient communication between customers and inter-department either via phone calls, email, Whatapp or face-to-face in relation to a product or service. **Key responsibilities and activities include but is not limited to:** * Review and improvise Customer Service team processes and guidelines with other departments from time to time to achieve highest efficiency and effectiveness in accordance to the business requirement. * To ensure Customer Service team members understand and adhere standard operation procedures including Do's and Dont's. * Issuance of Show cause letter, counselling letter, verbal warning letter as and when required. * To ensure Customer Services team are able to process domestic, inter-company orders and export orders efficiently and effectively. * Arrange internal and external training to enhance Customer Service team members knowledge and exposures. * To resolve escalated cases/incidents for a win-win solution under the guideline of Supply Chain Senior Manager on timely manner. * To ensure SAP invoicing system works well with Lembaga Hasil Dalam Negeri (LHDN) under MyTax system and escalate to global IT team as and when required. * Work closely with Sales Support, Sales & Marketing team for power pricing setup in SAP and e-shop following the structural way and upkeeping the data according to policy. * To ensures all customer ordering queries are processed efficiently and promptly, ensuring that our direct contact does, in fact provide unbeatable customer service. * Escalate for advise when there is a potential incoming big orders/spike in finished goods demand for production planning and stock movement arrangements. * Strong stakeholder management with other departments such as sales, finance and operation for special situation (plant shut down, machine stops due to low volumes), ready stocks for sale, etc. * To ensure and work closely with Finance department on the MICCI renewal (and any other relevant permit/license) complete on timely manner. * To check and approve staff claims with best justification. * To review and approve vendor payment on timely manner. **Job Requirements:** * Experienced managing a team is preferred. * 5 years experience required preferably in manufacturing industries * Experience in analyzing key data to provide relevant, timely & accurate information * Must be proficient in use of Microsoft office (outlook, calendar, mail) * Strong management & leadership skills * Able to travel outstation/within the region * Dynamics & outgoing with excellent inter-personality skills * Good communication skills * Knowledge of SAP CRM will be added advantage