Customer Service Assistant Manager

• Oversee Customer Service Operations ie the end-to-end order processing workflow to ensure timely and accurate order fulfillment.
• Address customer inquiries, complaints, and escalations promptly, maintaining a professional and solutions-oriented approach.
• Monitor and track delivery status, ensuring customers are informed of progress and any delays, manage backorder follow-ups, ensuring timely resolution and customer communication.
• Review and approve customer discrepancies submissions such as claims and credit memos, within the SAP system.
• Collaborate with the warehouse and logistics teams to manage outbound order volumes and provide accurate forecasts for budgeting and manpower planning.
• Conduct regular meetings with customers, customer relationship and communication, internal staff, and cross-departmental teams to foster strong relationships and address issues.
• Monitor and follow up on overdue payments from customers, ensuring timely resolution and maintaining positive relationships.
• Travel to meet suppliers as necessary.
• Ensure compliance and performance reporting, including customer and end-user screening as required.
• Prepare annual sales forecasts and update quarterly revisions based on actual performance and market conditions.
• Monitor monthly sales expectations, analyze variances, and identify key factors affecting sales trends and volume.
• Prepare and present monthly KPI reports for management meetings, highlighting achievements, challenges, and areas for improvement.
• Approve staff leave requests through the system, ensuring adequate coverage and smooth operations.
• Set yearly and/or half-yearly goals with staff and conduct half-yearly appraisals.
• Team development & administration, set departmental objectives and establish key performance indicators (KPIs) for individual team members to align with company goals.
• Able to travel overseas on an ad-hoc basis for work-related purposes.

Requirements

• Degree or Diploma in Business, Engineering or any other related discipline.
• At least 5 to 8 years of relevant working experience in customer service, order management, and delivery management.
• Minimum 3 years experience in a supervisory or managerial role in customer service operations within an engineering-related, MNC environment.
• Excellent communication skills, both verbal and written, with a focus on customer relationship management.
• Ability to manage multiple priorities in a fast-paced environment.
• Knowledge of SAP is a plus, and proficiency in Microsoft Excel including functions such as VLOOKUP, PivotTables, and IF functions.

All successful candidates can expect a very competitive remuneration package and a comprehensive range of benefits.

Please email your resume in a detailed Word format to georgez.lim@peopleprofilers.com

We regret that only shortlisted candidates will be notified.