Customer Competence Center Leader

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Customer Competence Center Leader

Country/Region: MY

Location: Petaling Jaya, 10, MY, 47810

Req ID 75126 | Petaling Jaya, Malaysia, ZF Sales and Service (Malaysia) Sdn. Bhd.

Job Description

We are currently expanding our teams in Malaysia and looking for new colleagues who will join our team at our location in Petaling Jaya.

1. Deliver best in class commercial & basic technical in-house support to our customers to reach high customer satisfaction.
2. Support customers via all incoming communications channels.
3. Coordinate the resource planning of the team to guarantee high availability for the customers.
4. Set up service levels and targets and follow up.
5. Develop working instructions and train the team.
6. Ensure that working standards are being observed and followed.
7. Build a lessons learned culture in the team to use customer feedback for quality-of-service improvements.
8. Optimize our sales desk/support activities while increasing efficiency and customer satisfaction.
9. Develop the team into a proactively sales supporting function.
10. Drive continuous improvement & process waste elimination.
11. Ensure the execution of contract terms through Sales Desk/Support on behalf of the legal approach.
12. Provide all the information to the customers regarding quotes, contracts/annual agreements, invoices, back orders, price list, and changing commercial policy.

Minimum Requirements

1. 2-3 years of commercial experience and 4-6 years of customer support.
2. Experience in setting up a shared service center or customer service center.
3. Demonstrated leadership & problem-solving skills.
4. Excellent interpersonal, networking, and communication skills.
5. Experience in leading remote teams in a matrix organization.
6. Rigor in managing targets.
7. Fostering collaboration & empowerment.
8. Impacting and influencing skills.

Be part of our ZF team as Customer Competence Center Leader and apply now!

Contact: Ying Li

What does DEI (Diversity, Equity, Inclusion) mean for ZF as a company?

At ZF, we continuously strive to build and maintain a culture where inclusiveness is lived and diversity is valued. We actively seek ways to remove barriers so that all our employees can rise to their full potential. We aim to embed this vision in our legacy through how we operate and build our products as we shape the future of mobility.