Oversee and manage customer service (CS) activities for assigned group entities.Lead customer service operations to ensure timely order fulfillment and support for stakeholders.Assist Sales and Sales Support Managers with the annual customer satisfaction survey.Serve as the interface between customers, sales, transportation, logistics, and operations in the order management and demand fulfillment process.Manage pre-sales and post-sales customer order requirements, including CRM/E1 setups for new customers.Develop delivery policies, recommend logistics providers, and implement annual cost improvement measures to achieve optimal rates, as directed by Line Managers.Compile sales demand forecasts and order data to create weekly and monthly delivery plans.Work with the Technical team on Certificates of Analysis (COA) and address quality-related customer complaints.Handle customs documentation (K1/K2/K8, Form D, E, etc.) and manage both domestic and international sales shipments, including preparation and coordination.Collaborate with various departments to set company targets, KPIs, and develop action plans in consultation with the Sales Manager or Sales Support Manager.Develop and maintain CS operating procedures in line with ISO 9001:2015 standards.Manage order intake, delivery arrangements, and track changes such as rescheduling, add-ons, or cancellations.Oversee daily CS operations, including order processing in E1, customer communication on deliveries, status updates, and accurate invoicing.Support Sales and Sales Support Managers in meeting customer service KPIs promptly.Assist the Logistics team in evaluating logistics providers' performance and costs, collaborating with the Technical team to ensure efficient delivery routes and modes.Provide updates on weekly stock status and receipts.Assist the Purchasing and Planning departments in monitoring production and inventory.Handle documentation for import and export, including SI, B/L, packing lists, delivery orders, marine insurance, and related documents for raw materials and finished goods.Compile and update CS SOPs, policies, and standards in compliance with ISO 9001:2015.Monitor customer payments and collections with the Sales and Sales Support Managers.Establish customer satisfaction goals and coordinate with the Sales/Logistics team to meet them consistently.Maintain accurate records of customer service activities and discussions.Compile service statistics, prepare delivery reports, and log customer complaints in FMIS.Follow up on customer feedback and ensure FMIS closure.Take on any additional assignments as directed by the Sales or Sales Support Managers.For interested applicants, kindly send your resume in Word/PDF format, including the following information:
1. Current Salary
2. Expected Salary
3. Availability
4. Reason for leaving
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EA (18C9514/R******** )