Purpose of Job职位目的
The Customer Service Supervisor is to acts as the interface between customers and the business value chain partners to deliver exceptional service to assigned business/customers and drive profitability to tesa China, as well as to provide solutions to the customer while managing operational needs and collaborating closely with internal stakeholders to meet company objectives.
3. Principal Accountabilities/Main Functions 主要职责
1) Strategy & Planning：
？ Deeply understand the BU's business strategy, support the supervisor to develop and implement the customer service strategy for assigned busi-ness/customers to support the business to achieve the goals & objectives.
？ Build-up strong business insight on customer service view that may support and impact the BU's business development and performance.
？ Implement and execute the programs related to the tools and processes that aim on improving efficiency of order procession and business development activities.
？ Establish and maintain good relationship with internal stakeholders to ensure the collaboration.
2) Order Management & Efficiency：
？ Manage the full end-to-end order lifecycle independently, cooperate with in-ternal partners closely to ensure that orders are processed and delivery timely and accurately.
？ Set-up the communication mechanism with assigned business/customers, keep the regular communication with internal key stakeholders and report the order status timely.
？ Proceed and execute the order process simplification and digitalization pro-actively.
？ Manage and monitor the core KPIs (e.g. MOV, MOQ, delivery frequency etc.) to ensure order accuracy.
？ Act as the key stakeholders in process optimization and efficiency im-provement by balancing customer needs and tesa benefits.
？ Analyze on the performance result regularly for MOV/MOQ/DF and make improvement plan for corresponding customers
？ Regularly collect customer feedback for CCP and work with CCP project team to continuously improve customer experiences and optimize CCP functions.
？ Promote CCP to be active customer management tool.
3) Customer Management & Collaboration：
？ Familiar with the system, process and policy for customer management in Greater China, implement and execute the annual plan for assigned key costumers independently.
？ Provide high-quality and standard service to customers, follow-up with cus-tomer’s feedback timely, report the abnormal cases and translate effective solution to customers.
？ Understand the business model of assigned Business/customers, identify key customers’ requirements and define the best process and practice based on the guideline to satisfy needs.
？ Monitor the monthly order forecast for assigned business/customers, gener-ate the forecast report regularly and follow-up the action plan based on the forecast report.
？ As the contact window to support the customer claim management inde-pendently.
？ Utilize data and information available to monitor and assess customer's per-formance.
4. Requirements & Qulifications 任职资格
1) Education Background 教育背景:
？ Bachelor degree and above, major in Supply Chain, International Trade or Business Administration related will be a plus.
2) Skills/Capabilities/Working Experience Requirement 岗位技能/工作经验要求:
？ Min 5 years working experience in customer service relevant.
？ Solid speech and structured presentation skills, capability to communicate, cooperate and influence across departments and regions.
？ Strong problem-solving skills, can identify routine problems and present clearly, analyze the root reason and business impact, can solve the prob-lems independently.
？ Highly self-motivating, open minded and diligent attitude.
？ Strong willingness to grow and step out of comfortable zone with own initia-tives, proposal and drive the decision-making.
？ Good conflict management capability, can identify the key issues of the conflict and provide the appropriate solution to achieve alignment.
？ Good risk management sense, good sense to identify the potential risk with potential solution to eliminate.
3) Languages, Certificates and Skills 证书和技能：
？ Good English communication skill in written and oral.
？ Good project management skills, PMP certification will be a plus.
？ SAP or major ERP IT tools experience is preferred
4) Other Requirements 其他要求：
？ Business travel is needed, should be flexible to travel occasionally.