Customer Service Manager
4 days ago
On-site - Pasig 3-5 Yrs Exp Diploma Full-time
Job DescriptionDescriptionCONTEXT & ENVIRONMENT
- This position needs travel domestically at times.
- Contacts with emergent and dynamic market. Competition in the market is fierce.
- This position is under the pressure of fast-growing business.
ACCOUNTABILITIES
CUSTOMER INTIMACY
- Collaborate and communicate information (e.g., market information, customer insights, trends, etc.) to stakeholders across the business using appropriate communication methods.
- Analyze customer challenges, evaluate results and choose best resolutions and alternatives; identify opportunities to improve service levels.
- Develop, implement and/or manage the organization's customer service policies, procedures, standards, and strategies.
- Ensure all customer service activities support and strengthen the strategic objectives of the overall organization.
- Develop and measure key performance indicators to determine and improve the effectiveness of all customer service activities through yearly company-wide survey.
- Ensure Customer Satisfaction Rating for Delivery is an average of 90% (Often &/or Always, for both Accuracy & Timeliness) in collaboration with Logistics.
- Plan, organize, direct, manage, and evaluate the customer service activities and budget of the team.
RETURNS MANAGEMENT
- Ensure resolution on or before 60-day CM period for regular returns and 75-day CM for special returns.
- Ensure that investigation and action are executed the day the complaint/return request was received.
- Ensure timely escalation of concern to stakeholders, if any.
DEPARTMENT REPORTS
- Prepare or oversee the preparation of reports related to the customer service function for upper management.
- Report accurately and in a timely manner data on sales performance, on-hold, etc. on or before the 5th working day of the month & unserved on the 7th working day of the month.
ORDER MANAGEMENT
- Accuracy of order entries - errors must only be .10% of the total OEs. This includes credit/debit adjustments. Exclude errors corrected within the month, if any.
- Timeliness of OE - within 1 day upon receipt of PO.
- Approval given on beyond norm orders i.e. TP for direct accounts.
- Timeliness & accuracy of consignment entries; ensure no missed replenishment of stocks, unbilled liquidation.
COMPLAINT MANAGEMENT
- Ensure that complaint resolution is within the 30-day & 60-day turnaround time for quality and non-quality-related complaints, respectively, by coordinating with stakeholders involved and communicating to account status update.
- Ensure that all closed complaints are covered with signed Corrective Action Report (CAR).
INQUIRY MANAGEMENT
- Closure within 24 hours upon receipt.
- Post inquiry upon receipt; complete report until end of week of shifting assignment.
PROFILE
- Knowledge: Business intelligence, technical, client orientation, profitability, project management, relevant product knowledge, product pricing, sales operations.
- Attitude: Guts, innovation, cultural awareness, team spirit, safety.
- Education: Graduate of any business course.
- Experience: At least 3 years related working experience.
We offer:
- A competitive salary and bonuses.
- Flexible hybrid working model.
- Professional development program - fantastic opportunity to learn and grow with Bostik.
- Company Culture especially in Diversity & Inclusion.
For interested applicants, please send your CV to [emailprotected]. We look forward to hearing from you soon
RequirementsPlease refer to job description.
Working LocationIf the position requires you to work overseas, please be vigilant and beware of fraud.
If you encounter an employer who has the following actions during your job search, please report it immediately:
- withholds your ID,
- requires you to provide a guarantee or collects property.
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