Customer Service Manager Job

2 days ago

Pasig, National Capital Region, Philippines Arkema Full time $60,000 - $120,000 per year
Mission Details

HSE

  • Zero accident
  • APE/ECU availment once a year
  • SOSubmittal1/month or12/year; ensure all CSS' submission of the same
  • 100% attendance & participation to HSE talks/initiatives

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-dayCMperiod for regular returns and75-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

COACHING

  • Interview, select, coach, train, instruct, manage, and appraise the performance of associated customer service personnel and mentor select staff
  • Closely monitor and track staff performance in reference to objectives set
  • Provide staff with guidance in handling difficult or complex issues or problems so they can be resolved effectively and efficiently.

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- within1 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
Required Profile
  • Knowledge: Business intelligence, technical, client orientation, profitability, project management, relevant product knowledge, product pricing, sales operations
  • Skills/Abilities: Language skills, communication skills, strong management and negotiation skills, above-average mathematical skills, computer skills
  • Attitude: Guts, innovation, cultural awareness, team spirit, safety
  • Education: Graduate of any business course
  • Experience: At least 3 years related working experience

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