客服经理 Customer Service Manager

? Lead the team in providing excellent customer service experience enabling customer loyalty

? Implement metrics to accurately evaluate the performance of the customer service team. Regularly measure these and initiate improvements when targets are not met.

? Be responsible to maintain healthy relationships with customers by providing exceptional service

? Own the escalated customer interaction on customer problems, concerns and complaints and resolve them on time

? Improve our customer services to create value selling

? Improve customer service quality by analyzing and updating processes and work instructions related to customer service.

? Internally communicate with different departments/functions.

? Handle more complex inquiries or complaints from customers.

Logistics, Warehouse, Import /Export & Shipment

? Monitor and coordinate the Supply Chain to ensure the delivery performance

? Standardize service procedures across sales offices to ensure a uniform customer experience.

? Comply with corporate and company stated policies and procedures as well as all applicable laws established by local and state authorities.

? identify the most optimized transportation organization and replenishment frequency which will drive the transportation cost

? Ensure warehouse daily operation comply with process.

? Optimize warehouse layout

? Coordinate with related department for shipping and receiving issue.

? Lead regular inventory cycle count

People management

? Define targets for each subordinate in line with the company's GEPs formats.

? Perform appraisals of subordinates, documenting the employees’ competences and development.

? Ensure that each team member will have a complete training based on the knowledge of processes and the available tools; Create training plans and align these with superior. Train new staff.

Office admin

? Purchasing office stuffs, contact to maintain and repair the equipment of sales office

? Develop and implement office policies and procedures to improve office operational efficiency and ensure a safe and secure working environment;

Make and monitor the travel arrangement for staff (include hotel reservation, airline tickets booking, ground transportation coordination);

? Receive, sort and distribute incoming correspondences, including faxes and emails.

? Collect and maintain inventory of office equipment and supplies.

? Work closely with estate office to ensure the management of office equipment and facilities ensure they are always available in good condition for use.

? Create and modify documents such as monthly office expense report and office operation report.

? Other general tasks assigned by GM.

Qualifications and Requirements

? Bachelor’s degree within commercial or management related areas

? Proven track record and strong experience in service-oriented business functions

? 8+ years’ experience in a Sales / Customer Service environment

? Customer oriented mind-set and a good understanding of sales, marketing and business

? Understand product processing steps and logistics for delivery to customers, Understanding of Supply Chain Management

? Sound understanding of sales, marketing, and general business operations

? Process oriented, good analysis capability to discover and solve problems.

? Strong Interpersonal & Leadership skills

? Strong communication skills (written and verbal)

? Data driven

? Excellent written and verbal communications skills in Mandarin and English

? Desired Financial background

? ‘Can do’ attitude

? Planner / well organized

? Experience of operational logistics

? Convincing and Influencing

? Digital oriented

? Able to perform multiple tasks simultaneously, able to balance short- and long-term goals

? Careful and diligent working attitude, strong passion for working, strong sense of responsibility.