东莞招聘

职位描述：
Job description:

The Customer Service Manager will be responsible for all aspects of customer service relating to specific clients within RTC.
The role requires the person to be able to communicate across multiple countries effectively, and be able to understand the cultural difference our clients have within each country, and can in turn, relate to these differences in the appropriate way.

the Customer Service Manager is to:
? Be the contact person to communicate with client(s) on a daily basis, or as required
? Make sure all the correct needs/information from client(s) are delivered to the relevant parties.
? Monitor the whole customer service process & maintain appropriate service levels to ensure the on time delivery for services to the agreed Service Level Agreements with all the clients you associate with
? File all the business related documents to meet the business needs
? Resolve and or escalate any internal issues/challenges as they arise and before they impact our relationship and service to the client
? Ensure invoices are produced on a timely basis
? Introduce “Best Practice” ideas to measure effectiveness of department.
? Monitor each account and present KPI’s to support team to show customer satisfaction situation.
? Drive KPI performance within the team, by issuing Monthlt, Qtrly, Yearly KPI to the Team Leaders and monitor performance against set KPI’s.


Responsibilities:
? Interface with the related parties, i.e. Installation team, operation team, logistics team and vendors, etc. to manage the whole process from issue POs to vendors to final invoicing
? With the appropriate professional attitude, communicate with clients and vendors to provide the highest possible levels of service
? Prepare quotations according to the clients' needs & the agreed T&C and get approvals
? Send the approved quotation to client(s) and follow up the progress to get POs.
? Prepare POs to various vendors within the agreed time period after getting clients' POs
? Cooperate with program manager’s/project managers on production schedule
? Cooperate with the logistics/warehouse on pick-pack and delivery issues
? Communicate with Installation team on all site survey, installation & revisit stores schedules and coordinate with all related parties on any changes
? Redo the quotation to client(s) once changes are known, after getting quotations from the relevant supplier(s).
? Collect all reports and send to the client(s) as required after gaining approval from related parties
? Follow up with the client(s) to confirm the appropriate date to invoice and release all the files to Finance department to proceed to invoice
? Follow up with the client(s) on payment and any issues related to invoicing
? Monitor the invoicing & payment collection to avoid any overdue due payment issues
? Keep records on all customer complains. Analyse the issues, communicate internally and externally as required with support files, with solutions
? Manage expenses to acceptable levels.
? Mentor the CS team and assist in personal growth/training
? Manage resources to meet the customer needs/demands
? Review systems/processes to improve/amend as necessary – engage others as required


Requirements:
? Degree in Economics and/or Management
? At least 5 years’ experience, emphasis in customer service, sales and any related experience.
? Must have experience in setting up and managing multi country customer service teams and client
? Excellent communication with some technical skills
? Strong listening skills
? Strong persuasion skills
? Must be fluent in English and Chinese
? Ability to manage the interpersonal relationship, especially with clients and vendors
? Detail-oriented, widely open with extroversion preferred
? Based in Shanghai 举报 分享

RTC has more than 900 talented and dedicated people in nine countries, all focused on retail: the ultimate point of consumer contact. We're always looking for the best and brightest to help us design, build, install and manage retail activation programs that bring clarity to consumers and confidence to our clients. With locations in America, Latin America, Europe and Asia, we have helped our clients activate their retail presence in more than 100 countries. RTC Asia has offices in Shanghai, Dongguan and Hong Kong, focused on delivering an exacting service to our Clients.
RTC 是一家成立于1950年的美国独资企业，公司总部位于美国芝加哥。RTC致力于为全球知名零售客户提供高品质的店内陈列道具解决方案，我们的服务链涵盖产品设计、工艺改善、生产优化、库存管理、物流运输以及现场安装指导等。为了更好地服务我们的客户，RTC已在全球13个国家成立了28个分支机构，我们的服务已覆盖了全球100多个国家。随着RTC 亚洲过往10 余年的发展，我们已在上海、北京、东莞、常熟、中国香港、新加坡和印度组建了多家公司和生产基地，并持续专注于为我们的全球客户提供卓越的服务。