Customer Service Manager

6 days ago

Taguig, Philippines 2GO Group Full time

The customer service manager shall ensure effective management of the customer service department, ensuring compliance with target performance and measurements, thereby maintaining service levels with principals. Duties and Responsibilities Manages the customer service department of the assigned site and/or account. A. Ensures that order fill rates are accurately measured and reported on a regular basis. B. Ensures on-time feedback to customer inquiries. C . Ensures On-time resolution of complaints Plans and implements actions together with Contract Managers and aligned with the principal requirements for more effective and efficient operations and services. Attends to and resolves operational concerns and issues of the principals. Supports and works on achieving monthly sales targets of principals. Leads special projects required to further improve and systemize operations (inventory management, transport, returns, warehouse, and other sections) and provide the best service to principals and customers. Coordinates with the different departments and divisions in the organization to effectively implement day-to-day operational tasks. Monitors, aligns, and recommends improvements on Key Performance Indicators (KPIs) of the different operating sections handled. Ensures that target KPIs are strictly achieved by the different operating sections. Ensures a continuous improvement process in all facets of the operations. Reviews and analyzes reports required by the principals prior to submission Attends principals’ coordination meetings or business reviews as required Responsible for the preparation, review, and compliance to departmental budgets Responsible for the training and development of the team. Responsible for the evaluation of his/her team members. Performs other necessary tasks as deemed necessary. Qualifications Minimum of 3 years related work Experience in Customer Service in similar capacity Preferably, with a Supply Chain background. #J-18808-Ljbffr

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