Key Responsibilities
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Supervise daily order operation and support all types of order processing when necessary.
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Build effective customer service team and engage direct reports in lined with targeted results in team engagement.
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Deliver targeted customer service level in quantitative/qualitative index.
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Collaborate with Demand team for special promotion planning and execution.
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Monitor operating system status and participate in system/process upgrade projects.
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Arrange the non-sales delivery as per requested by all functions.
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Lead weekly operation meeting to quickly react to operation challenges and continue to improve efficiency.
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Prepare CS-related KPI report and identify focus areas for continuous improvement.
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Leading or participating into the related initiatives to drive the excellence in customer service.
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Serve as backup role for consumer hotline and arrange products to consumer.
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Key User of local business Process Expert of ERP & ordering related systems, responsible for 1st level support for operational associates in the unit
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Own end to end issue resolution.
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Raise request to 2nd level support.
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Train new associates.
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Lead or managing process change.
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Conduct and coordinating any relevant systems testing.
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Document local process specifics / uniqueness to ensure key knowledge is captured and retained.
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Proactive contribution into the network of key users and functional experts from other sites / countries.
Key Relationship:
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Reports to: Market Supply Chain Head
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Peers: Market Supply Chain Team
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Direct Reports: Customer service executive
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Other key relationships:
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The role will be part of the core team under Market Supply Chain Head. This role will be the spoke for customer service within supply team.
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The role will collaborate with internal (Demand, S&F, CA teams) and external stakeholders to deliver customer service-related tasks and requests.
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The role will be the representative for local market to build the connection with other markets and attend customer related activities organized by region/globe.
Job Specifications/Qualifications:
1. Education & Professional Qualification
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Minimum 5 years’ experience in Customer Service.
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Degree qualified in Business Administration or related field.
2. Knowledge/Experience
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Proven ability to impart technical expertise to customer's advantage.
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Experience in a multinational consumer goods company (FMCG) environment is desirable.
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Has experience in managing customers' enquiries and expectations.
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Excellent communication (both written & oral) in Chinese and English.
Key Functional Competencies & Technical Skills：
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Customer Focus
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Analytical Capability
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Project management
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MS Excel, PowerPoint, Word
Key Supporting Competencies：
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Business Acumen
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Drive results
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Conflict Management
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Communication
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Build effect team
