天津招聘

Activities:

1. Order Management

Comply with all company’s and group's HSEQ policies and guidelines.

- Standardize appropriate order follow up procedure and risk-control of order omission, Maintain an effective/efficient ordering process and provide the relevant info. to the salesmen/customers; ensure CS to maintain customers masters and update the data into system in time;

-Change simply order receipt by CS to order management by CS, CS to check daily order vs sales history and forecast to contact sales or key account for pushing orders/getting updated sales trend/forecast soonest;

- To design/create system report(open/outstanding order list, Sales history list, overdue order list, urgent order report, order frequency report, small order report) to support on order management, ensure CS to use system reporting to checking orders’ status and update in time on any amendment;

- To minimise urgent/frequent delivery for better control of operation cost;

- CS daily check open order report list to proactively adjust production schedule with planner and ensure on-time delivery as well as feed back to customers in time with polite for any change.;

- Ensure all orders are inputted correctly and handled on time via checking daily outstanding order list ; monthly check overdue order list to ensure all orders are valid and in process;

- Find 5W1H on OTIF and forecast accuracy to improve both in the end;

- Create OTIF report, monthly checking OTIF%, analyse and call meeting with all related dept head to study action plan/improvement for failure;

- Create/design forecast accuracy report and definition for measurement, and to create related supporting report in system for analyze and improve on forecast accuracy.

Performance against a target of yearly OTIF, urgent/frequent order % and forecast accuracy %.

2. CS Management

- Design/work out effective CS procedures and SOP/flow chart(sales order process, complaint handling, customer survey handling, goods return process, sales contract, etc) and review/modify periodically(quarterly) to facilitate an accurate/efficient prod. Of orders in the end.

- Set-up and maintain an effective customer service system incl. e-central filing system and CS phone pick up protocol.

- Define key performance indices for CS team, give definition and ensure team members understand, create tools for measuring Casda service level to find problem and space for improvement so as to upgrade whole team’s profession and face external threat as well.

- Ensure team members operate comply with SOP(via training and checking report/filing), issues such as goods return/complaint/goods replacement/S2S/S2C(via feedback/survey from the Sales/customers) are properly handled and followed up.

- Handling dept affairs/any crises, problem solving and make decision effectively.

- Set-up CS back-up system, provide back-up as needed for staff.

- Organize yearly customer satisfaction survey, analyze and drive for improvement.

Performance against feedback from the sales/customers on CS team and annual customer survey figure.

3. Customer Complaint Management

- Develop efficient complaints procedure for a professional handling method and re-design complaint record form for easier utilization and e-filing/statistic.

- Trace weekly the complaints, ensure all complaints are handled in time.

- Call monthly (or in time) meetings to discuss/investigate any outstanding complicated complaints with operation dept to solve it and work out action plan or for monthly review of the closed complaints with related dept head for improvement and avoid re-occur in the future.

- Develop feedback at necessary and reply to customer the progress / result timely until complaints closed.

- Record properly and analyse the trend via different parameter and report to management.

Performance against CCF meeting minutes and a target of yearly justified complaint no. and % of closed dates within 3 days.

4. Trains and Coaches Team Members

- Recruit and train staff, set up the orientation program for new staff.

- Manage and coach staffs on daily routine job, provide on-job training at necessary, coach the using of report generating from system which created/designed newly, ensure process implemented properly.

- Evaluate job capacity, enhance their ability and delegate tasks for personal development and value added.

- Motivate subordinates for energetic working continuously and cultivate / promote potential / qualified staffs.

- Assesses strengths and weaknesses of staff by means of HR supplier evaluation system and review their performances and to give STAR for improvement, suggests training initiatives proposals and sets up training programs with HR, as well as tailor-made trainings to staff for the improvement of some weaknesses incl. self-design trainings and invite trainings from other functional dept.

- Review the performances and give STAR for improve.

- Set and lead the team to achieve dept KPI, executive of corrective action plans for any failure of KPI or other functions for performance improvement.

Performance is measured on the achievement of dept KPI yearly.

5. Project Management/involvement

- Key leader of the dept for any company project such as:

ISO application, documentation and implementation;

New system upgrade, system design/modify for practical use, report create / design for measure/ management /utilitzation, work out related key instruction manual of new system and implementation in the end by all team user.

Any other audit documentation and implementation.

Any other project involvement and implementation.

- Responsible for ISO internal/external audit and Total audit.

Performance against on each audit results and project results.

6. Management Reports

- Create / design all needed reports for all CS to manage order/seek info. and to measure our service level such as: sales listing report, customer master report, customer product price list report, FG purchasing report, urgent order report, order frequency/small order report, overdue order report, OTIF report, forecast accuracy report, forecast vs sales report, etc.)

- Provide quality/ timely sales report for each sales team at request;

- Provide monthly re-test product list to WH/QC for follow up.

- Provide OTIF report monthly to all related dept with failure reason and analyze, develop / follow up corrective action plan for failure of target.

- Provide monthly forecast consolidation report(input to system) to the related dept for ordering RM and CS personnel for checking with receiving orders daily.

- Provide monthly forecast accuracy report with analysis for sales/CS to improve forecast accuracy and alert on customer consumption.

- Provide monthly goods return/complaint summarize report to all related dept for review and monthly meeting follow up/control.

- Organize yearly customer satisfactory survey, analyze and improve, and report to the management.

Performance is against on timely accurate reports with adequate analysis.

7. Internal and External Communication

- Close liaison with sales reps, sales managers, business managers for any business requirement, orders issues, supply issue or service issue.

- Close liaison with Logistics, planner, or production personnel for cross-functional procedure agreement, adjusting schedule, prepare imported RM, delivery issue, or any other cross-dept problems/complaints.

- Consolidate monthly forecast data from domestic and oversea sales, double check and confirm with sales for accurate data.

- Coordinate with WH and QC for providing specific samples for re-test and updating the re-test figure to system by QC, and follow up closely.

- Provide help and advice to customers over phone, by email or face-to-face at necessary, arrange and attend joint visit to targeted account in need to get mutual understanding(via introduce our internal process or listen to their process/problems), so as to enhance relationship, show our respect on customers and improve customer satisfaction as well.

- Manage the team to communicate more with sales and customers for order status and sales trend and updated forecast so as to improve forecast accuracy and OTIF delivery in the end.

- Organize dept meeting monthly(or at least quarterly) for group discussion on any outstanding issues which haven’t been solved during on-job working, organize dept team-building properly within company policy to enhance communication, relationship and employee satisfaction.

Performance against smoothly operation on order process/on time delivery/and yearly forecast accuracy figure.

Qualifications: