Accountability and Scope: Responsible for all our ad hoc customers’ service activities and operations and guidance/leadership of the CSR team located in China and SEA. Secure and optimise the operational processes with focus on customer needs and internal/external supply chain processes, this also includes sales order entry, BR, PO placement and approval, supplier delivery and delivery to customers, payment tracking and customer complaint handling. Enable a smooth daily work and be *** contact for general topic for the team. Interact with departments such as Sales, procurement team, warehouse etc both locally and globally and drive business promotion and expansion. Monitor, manage and/or resolve complex account issues in a cost-effective and a timely manner. Assist Outside Sales (BDMs) and inside Sales(ISR) and rigorously pursue development of new customers through professional and appropriate sales methods; and utilise negotiation skills to improve customers’ satisfactions. Analyse and meet Branch financial objectives by forecasting requirements, scheduling expenditures, analysing variances; and initiating corrective actions to ensure budgetary compliance. Generate regularly scheduled and ad hoc reports for Regional management, as needed to maintain consistent communications of sales status, accomplishments and challenges. Practice, promote and participate in continuous improvement and/or process improvement efforts throughout the Company. Hire, mentor, train and develop staff in effective teamwork and in provision of the highest levels of quality and customer service, planning and measuring Key Performance Indicators (KPI's) and goals. Managing day to day activities of the team including employee relation issues and sickness absence management Plan, hold and conduct regular and consistent informational sales and operations meetings with branch personnel, driving and monitoring the status of Branch and individual KPI's. Prepare timely performance evaluations, conduct reviews, administer salary adjustments, promotions or disciplinary actions and facilitate additional training or mentoring as, needed, driving maximum productivity and quality of processes, systems and procedures. Ensure employee personnel changes and timekeeping records are audited and submitted to Payroll, as scheduled. Assist personnel in building and following a personal development plan using Intranet tools and programs, training programs, self-assessment tools, and relevant training courses Attend and/or participate in external/internal customer or company meetings or sales/marketing events and communicate information to upwards and downwards, as applicable Some travel is necessary to the essential duties of the job Measures of Performance: Operational delivery performance Operational cost efficiency (Freight, overtime, manpower) Customer complaints relating to operational issues (excess/shortage, incorrect part, paperwork issue) Customer satisfaction Health & Safety (Accident, Near Miss & Good Spot) Qualifications and Experience: Bachelor’s degree or above Extensive experience of customer service/ Logistics management, experience in aviation industry is an advantage People management and leadership experience Able to demonstrate an ability to maintain strong, business relationships with customers Maintain excellent customer service skills with the ability to deal tactfully, confidently, and ethically with both internal and external customers Ability to be detailed oriented and perform in-depth account research, if required Maintain clear and accurate data entry, documentation, and reporting skills, as required Maintain strong competency working with integrated data systems, Microsoft Office Suite, including Outlook and intermediate to advanced Word, Power Point and Excel (i.e., spreadsheets, formulas, importing and exporting of files, as applicable) as required Competencies and Behaviors: Strong communication skills Good presentation skills Change management skills Strong computer skills, especially with Microsoft Office
