Overseas Customer Service Manager

Areas of Responsibility

• Lead and manage customer service department in Overseas
• Establish CS Overseas Organization.
• Respond to customer queries in a timely and accurate.
• Process incoming customer orders, returns, and invoice credits.
• Ensure orders are shipped to customers in a timely manner and expedite vendors as necessary.
• Investigate customer problems and find solutions.
• Follow up on custom print requests to ensure they are completed timely and correctly.
• Provide order status update reports to all customers on a weekly basis.
• Create purchase orders for outside vendors.
• Ensure orders are shipped to customers on time and expedite vendors, as necessary.
• Create item codes in operating system
• Consult customers how to use products
• Solve all customer’s complaints related to products and services
• Support Sales and Marketing teams in technical terms
• Continuously improve the level of customer satisfactory about TOA’s products and services
• Train & coach painters and salesmen about TOA products ‘knowledge & application
• Co-ordinate with R&D and Marketing teams in product improvements
• Build up and deploy the customer complaint database via statistical analysis tools to identify strategies for improvement
• Develop staff training programs and reference manual. Perform quarterly staff performance evaluation
• Implement customer service policies and procedures
• Prepare department budget and control costs
• Ensure that rules of SHE is compiled in CS department
• Others per assigned

MINIMUM REQUIREMENTS

• Bachelor Degree of Supply Chain/ Logistics/ Chemical Engineering or equivalent.
• Experience "10 years of experience in order management. A deep understanding about decorative and industrial paints is an advantage.
• At least 3-5 years in experience/ technical service operation.
• Specific knowledge hard & soft skills (Competencies) "Fluently in speaking and writing in English
• Initiative, able to work under pressure, intelligent, willing to travel.
• Must be strong in problem solving skill.
• Good human relations. Systematic thinking skill.
• Good management skills and leadership.