Customer Competence Center Leader

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 Petaling Jaya.

Your tasks:

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. Define, implement & optimize sales desk processes, active recommendations.
8. Build a lessons learned culture in the team to use customer feedback for quality-of-service improvements.
9. Optimize our sales desk/support activities while increasing efficiency and customer satisfaction.
10. Develop the team into a proactively sales supporting function.
11. Support sales campaigns.
12. Drive continuous improvement & process waste eliminations.
13. Ensure the execution of contract terms through Sales Desk/Support on behalf of legal approach.
14. Provide all the information to the customers regarding quotes, contracts/annual agreements, invoices, back orders, price list, and changing commercial policy.

Your profile:

1. Minimum 2-3 years commercial experience and 4 to 6 years 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