Deputy Manager - Customer Service

• To act as a spokesperson for CS team in terms of liaising with support departments in order to optimize service levels as to fulfil customers expectation in terms of prompt order process, short lead time and delivery schedules.
  
• To monitor the effectiveness of current CS processes viz a viz customer satisfaction, explore the improvement areas and report to manager as well as to work for required changes within the stipulated deadlines.
  
• To assess the efficiency of assigned CSRs in terms of daily and weekly deliverables, understand their working styles, coach them in order increase the overall speed and support in order to overcome the daily challenges.
  
• To provide guidance and clarity to CSRs with regards to the company s sales terms and conditions and other policies and procedures and ensure adherence to the same, such that the company s interests are protected at all times and clarify the action that may or may not be taken in cases where non-standard requirements arise.
  
• To coordinate with the Manager to set and agree objectives, monitor performance and provide the necessary support to enable staff to meet their objectives and develop their full potential and to highlight to manager when further trainings or actions are required.
  
• To coordinate the training needs of newly joined in order to equip them handling CS processes effectively and mentor them in order to maximize productivity and customer satisfaction levels.
  
• To manage critical accounts or markets assigned by the manager individually so as acting as a role model to CSR in terms leading by doing and leading from the front in handling/solving obstacles.
  
• To manage Inter Company orders individually or via allocated team, assessing optimum production schedules and stock levels at the site and hubs by consistent and effective interaction with colleagues in other sites and management.
  
• To create and follow effective receivables management CS work flow considering complexity of payment terms, administration procedures/challenges internally and at the customers in order to ensure payments are monitored, collected and escalated to sales/management in case of any possible deviations.
  
• To provide to the management continuous input on CS team progress in terms of productivity and empowerment, tools required, best practices and critical issues that needs higher level attention.
  
• Together with the sales function visit customers as and when required in order to discuss and gain feedback regarding overall service performance, understand changing customer needs and implement necessary process or communication changes.
  

Requirements

• Min 5years work experience in Customer Service Manager
  
• Experience in Production/Manufacturing sector must
  
• Prefer applicants with European exposure
  
• Good communication skill in English & European languages