Asia Customer Service Manager
上海亚桥金融信息技术有限公司
- 公司规模：少于50人
- 公司性质：民营公司
- 公司行业：互联网/电子商务
职位信息
- 发布日期：2012-12-02
- 工作地点：苏州
- 招聘人数：1
- 工作经验：十年以上
- 学历要求：本科
- 语言要求：英语精通
- 职位类别：客服经理(非技术) 大客户经理
职位描述
JOB DESCRIPTION
Title: Medical Customer Service Manager
Location: Suzhou
Overview:
Provide effective supervision of Medical Customer Service Dept., including daily supervision of Customer Service Advocates (CSAs) and the establishment and implementation of policies and procedures, by which Medical manages its customer relationships and satisfaction. Ensures all necessary tasks are performed in relation to the Customer Service Roles & Responsibilities for the S&OP (Sales & Operations Planning) process.
Responsibilities:
? Accountable for training of Customer Service Advocates, and ongoing management of their account load & daily workflow.
? Accountable for accurate, smooth communications between CSAs and their external and internal customers.
? Ensure the order fulfillment process is properly supported by the CSAs during initial order entry and subsequent changes.
? Assist in developing and maintaining Customer Service procedures and best practices.
? Addresses CSA performance issues such as attendance, productivity, behavior, etc.
? Motivates performance of CSAs and ensures they have tools necessary to do their jobs.
? Provides data management support to the CSAs, including the development and generation of business reports and statistics, as needed.
? Supports the Sales & Operations Planning (S&OP) process through ensuring the engagement of the CSA for the following actions - Accurately reflecting customer's unconstrained forecast within ERP system, entering CSA's recommended forecast, working to minimize unconsumed forecast, Identifying and responding to abnormal demand, managing customer exception requests (expedites, de-expedites, cancellations), partnering with customers and internal cross-functional teams to Improve forecast accuracy.
Requirements:
? Four or more years of customer service management experience, preferably in a manufacturing organization.
? Working knowledge of Medical products, capabilities and organization preferred.
? College degree (BA or BS) is preferred
? Excellent oral and written communications skills. English oral and written communication a must. Ability to grasp and articulate complex, sensitive and, often technical situations.
? Ability to lead under pressure and maintain composure in sensitive, often emotional, situations.
? Ability to work effectively with difficult people, such as an angry or unreasonable customer.
? Excellent interpersonal and supervisory skills.
? Excellent planning, organizational and time management skills.
? Knowledge of organizational structure, policies and procedures.
? Word, Excel, Access, and Outlook computer skills.
Key Competencies:
? Ethics and integrity
? Strong verbal and interpersonal communication skills
? Have strong legal sense and good business sense
? Proactive, pay attention to detail, responsive and have a "can do" attitude
? Ability to manage many demands concurrently
? Managerial courage
? Team player
The company offers excellent remuneration package and career opportunity. If above description fits your profile, please APPLY NOW to Leslie.he@capitalresourceasia.com for a confidential discussion.
Title: Medical Customer Service Manager
Location: Suzhou
Overview:
Provide effective supervision of Medical Customer Service Dept., including daily supervision of Customer Service Advocates (CSAs) and the establishment and implementation of policies and procedures, by which Medical manages its customer relationships and satisfaction. Ensures all necessary tasks are performed in relation to the Customer Service Roles & Responsibilities for the S&OP (Sales & Operations Planning) process.
Responsibilities:
? Accountable for training of Customer Service Advocates, and ongoing management of their account load & daily workflow.
? Accountable for accurate, smooth communications between CSAs and their external and internal customers.
? Ensure the order fulfillment process is properly supported by the CSAs during initial order entry and subsequent changes.
? Assist in developing and maintaining Customer Service procedures and best practices.
? Addresses CSA performance issues such as attendance, productivity, behavior, etc.
? Motivates performance of CSAs and ensures they have tools necessary to do their jobs.
? Provides data management support to the CSAs, including the development and generation of business reports and statistics, as needed.
? Supports the Sales & Operations Planning (S&OP) process through ensuring the engagement of the CSA for the following actions - Accurately reflecting customer's unconstrained forecast within ERP system, entering CSA's recommended forecast, working to minimize unconsumed forecast, Identifying and responding to abnormal demand, managing customer exception requests (expedites, de-expedites, cancellations), partnering with customers and internal cross-functional teams to Improve forecast accuracy.
Requirements:
? Four or more years of customer service management experience, preferably in a manufacturing organization.
? Working knowledge of Medical products, capabilities and organization preferred.
? College degree (BA or BS) is preferred
? Excellent oral and written communications skills. English oral and written communication a must. Ability to grasp and articulate complex, sensitive and, often technical situations.
? Ability to lead under pressure and maintain composure in sensitive, often emotional, situations.
? Ability to work effectively with difficult people, such as an angry or unreasonable customer.
? Excellent interpersonal and supervisory skills.
? Excellent planning, organizational and time management skills.
? Knowledge of organizational structure, policies and procedures.
? Word, Excel, Access, and Outlook computer skills.
Key Competencies:
? Ethics and integrity
? Strong verbal and interpersonal communication skills
? Have strong legal sense and good business sense
? Proactive, pay attention to detail, responsive and have a "can do" attitude
? Ability to manage many demands concurrently
? Managerial courage
? Team player
The company offers excellent remuneration package and career opportunity. If above description fits your profile, please APPLY NOW to Leslie.he@capitalresourceasia.com for a confidential discussion.
公司介绍
上海亚桥金融信息技术有限公司旗下的中国资金管理网（www.treasurer.org.cn)，创建于2005年2月，公司坐落于上海的金融中心陆家嘴。中国资金管理网是中国领先的、专注于集团资金管理领域的专业门户网站，我们的阅读人群涵盖了来自政府监管部门、企业财务及资金管理部门、银行及非银行金融机构、金融专业学术机构的专业人士。
作为一支年轻奋进、具有朝气的团队，我们欢迎有共同志趣的你们加入我们的团队，共同在集团资金管理的领域耕耘。
作为一支年轻奋进、具有朝气的团队，我们欢迎有共同志趣的你们加入我们的团队，共同在集团资金管理的领域耕耘。
联系方式
- 公司地址：上班地址：陆家嘴
