Overview

Manager, Customer Service – Shanghai

Job Summary:

The Customer Service Manager is accountable for leading a CSR team in China and handling customer services operations for all our China’s on demand accounts and managing the successful execution and operations of INCORA sales initiatives, policies, in support of business plans and strategic objectives; and for pursuing new business to meet annual Company goals.

Accountability and Scope:

  • Responsible for all our ad hoc customers’ service activities and operations and guidance/leadership of the CSR team located in China and SEA.
  • Secure and optimise the operational processes with focus on customer needs and internal/external supply chain processes, this also includes sales order entry, BR, PO placement and approval, supplier delivery and delivery to customers, payment tracking and customer complaint handling.
  • Enable a smooth daily work and be first contact for general topic for the team.
  • Interact with departments such as Sales, procurement team, warehouse etc both locally and globally and drive business promotion and expansion.
  • Monitor, manage and/or resolve complex account issues in a cost-effective and a timely manner.
  • Assist Outside Sales (BDMs) and inside Sales(ISR) and rigorously pursue development of new customers through professional and appropriate sales methods; and utilise negotiation skills to improve customers’ satisfactions.
  • Analyse and meet Branch financial objectives by forecasting requirements, scheduling expenditures, analysing variances; and initiating corrective actions to ensure budgetary compliance.
  • Generate regularly scheduled and ad hoc reports for Regional management, as needed to maintain consistent communications of sales status, accomplishments and challenges.
  • Practice, promote and participate in continuous improvement and/or process improvement efforts throughout the Company.
  • Hire, mentor, train and develop staff in effective teamwork and in provision of the highest levels of quality and customer service, planning and measuring Key Performance Indicators (KPI’s) and goals.
  • Managing day to day activities of the team including employee relation issues and sickness absence management
  • Plan, hold and conduct regular and consistent informational sales and operations meetings with branch personnel, driving and monitoring the status of Branch and individual KPI’s.
  • Prepare timely performance evaluations, conduct reviews, administer salary adjustments, promotions or disciplinary actions and facilitate additional training or mentoring as, needed, driving maximum productivity and quality of processes, systems and procedures.
  • Ensure employee personnel changes and timekeeping records are audited and submitted to Payroll, as scheduled.
  • Assist personnel in building and following a personal development plan using Intranet tools and programs, training programs, self-assessment tools, and relevant training courses
  • Attend and/or participate in external/internal customer or company meetings or sales/marketing events and communicate information to upwards and downwards, as applicable
  • Some travel is necessary to the essential duties of the job

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