JOB SUMMARY:
-The Customer Experience Supervisor is responsible for overseeing and leading a team of customer experience representatives to ensure the delivery of exceptional customer service.
-Serve as BU customer service leader to understand customer needs and capture customer value.
-Provide guidance and support to the team and collaborate with cross-functional departments to optimize the customer experience.
-Contribute to the development and implementation of customer service strategies and initiatives.
RESPONSIBILITIES:
Order to Cash Process Management
-Manage order to cash process and lead the customer service team to meet the business and function objectives.
-Act as BU customer service leader to drive excellence to understand, capture, manage and deliver customer orders
-Engage with customers, demand planning and SOE team to understand customer demand/requirement, gain insights to capture customer value
-Interact with customers, sale and COE to enhance digitalization and drive visibility, satisfaction of customer service to customers
-Ensure compliance e.g. SOX, and Terms& Condition etc. requirements met
Customer Relationship Management:
-Serve as a point of escalation for complex customer issues, ensuring prompt resolution and customer satisfaction.
-Build and maintain strong relationships with key customers, acting as a trusted advisor.
-Collaborate with cross-functional teams to address customer needs and improve the overall customer experience.
Customer Complaints:
-Manage all customer complaints received directly or through internal departments.
-Respond to complaints within established response times and follow established policies and processes.
-Escalate complex complaints to the appropriate level for resolution.
Team Leadership and development
-Provide leadership and guidance to a team of customer experience representatives.
-Set performance goals and objectives for the team and monitor their progress.
-Conduct regular coaching and performance daily operation reviews to ensure continuous improvement.
-Stay updated on industry trends and best practices to continuously improve the team's capabilities.
-Foster a positive and collaborative team environment.
Process Improvement:
-Identify opportunities to streamline and digitalize customer service processes and improve efficiency.
-Work closely with internal stakeholders to implement process improvements and best practices.
-Monitor customer service metrics and analyze data to identify trends and areas for improvement.
-Recommend and implement solutions to enhance the customer experience.
REQUIREMENTS (education, experience, competencies and specific job requirements):
-Education:
-Bachelor’s degree in Supply Chain, Logistics, business administration or a related field.
-Experience:
-Minimum of 5 years of experience in customer service or customer experience roles.
-Proven experience in leading and managing a team.
-Strong understanding of customer service principles and best practices.
-Experience in the manufacturing or chemical industry is a plus.
-Main Core Competencies：
-Strong leadership and people management skills.
-Strong problem-solving skills and decision-making abilities.
-Exceptional communication and interpersonal skills.
-Ability to build and maintain relationships with customers and internal stakeholders.
-Proficiency in conflict resolution and negotiation.
-Detail-oriented with excellent organizational and time management skills.
-Knowledge, technical/professional skill:
-Proficiency in MS Office, including Excel, Word, and PowerPoint.
-Familiarity with customer relationship management (CRM) systems.
-Knowledge of SAP or other similar enterprise systems is a plus.
-Strong problem-solving and data analytical skills.
-Language Skill:
-Mandarin and business English, both written and verbal.
