上海招聘Customer Service Manager

Customer Service Manager

丹纳赫（上海）企业管理有限公司

公司规模：5000-10000人
公司性质：外资（欧美）
公司行业：多元化业务集团公司

职位信息

发布日期：2019-10-30
工作地点：上海
招聘人数：1人
工作经验：无工作经验
学历要求：招1人
语言要求：不限
职位月薪：42-42万/年
职位类别：客服经理

职位描述

Main responsibilities and key activities:

· Manage installations, trainings, service contracts, warranties and licensing issues to ensure these are handled in a professional and timely manner.

· Ensure installations and trainings are done in a professional and timely manner; follow up all the open issues which arise during the installation or training, with an eye to cost-effectiveness.

Ensure all
service calls are logged, updated, followed up and closed in a timely
manner.
Monitor the
billings and collections for non-service contract customers.

· Manage engineers’ schedules & ensure optimum efficient deployment of resources.

· Ensure upgrades, maintenance renewals, etc. are effectively managed and new software releases/upgrades are rolled out to customers in accordance with signed support programs.

· Be the bridge between the China and Corporate global support teams in resolving technical & other support issues.

· Ensure service data, such as entering intervention reports and problem log entries are updated in a timely and accurate manner so that meaningful management reports can be extracted & analyzed.

· Track and monitor services rendered to ensure consistently high customer satisfaction levels are achieved and maintained.

· Take initiative to recommend solutions to existing problems or pre-empt issues that could possibly be avoided.

· Build a cohesive team and ensure internal and external issues are expeditiously attended to.

· Set teams' objectives and guide them in meeting personal performance objectives & other training and developmental issues.

· Ensure service contracts (Software & Hardware) are in line with support plan KPI’s and properly followed up.

· Ensure our practices and policies are streamlined and effectively followed.

· Monitor the service level to ensure high customer satisfaction.

· Communicate with customers for various service activities and initiate new service offerings based on market requirements.

· Deliver increased service revenue.

Spares Parts Management

· Responsible for stock control & re-ordering

· Stock-take

· Inventory variance explanation

Qualifications and professional knowledge:

· Customer Service Skills (Minimum of 10 years’ experience in a customer service environment).

· Enthusiastic and positive attitude with a desire to provide excellent customer service.

· Supervisor/Leadership skills (5 years’ experience).

· Customer focus and understanding of production deadlines.

· Excellent communication skills to deal with people at all levels in a professional and respectful manner.

· Good interpersonal skills – ability to work and interact with all levels of management.

· Strong PC skills - experienced in Excel, Word, SFDC reporting and other relevant software programs.

· A team player and analytical thinker with strong administrative, decision-making and organizational skills.

· Ability to strategically plan for the future, combined with the ability to deliver on details.

· Good time management and organizational skills to manage a variety of tasks at the same time.

· Ability to work under pressure.

· Flexibility (very important).

· Has a sound understanding of Print/Packaging industry and background.

· Management Diploma.

· Sound understanding of inventory planning and credit functions.

· Ability to contribute ideas positively in a changing environment and continually identify and implement improvements.

· Experienced in and a desire to lead change and work with others to implement new practices, roles and structures.

· Good understanding of Esko processes and business practices its customers and products. This includes logistics, planning, ordering, sales and service functions.

· Prior sales experience will be well regarded.

Prior
service experience will be well regarded

Competencies (personal qualifications):

· High energy

· Positive/optimistic outlook

· Must be a team player with a positive and can-do work attitude

Internal contacts:

· Operations

· Sales

· Senior Management

· Product Development

· Administration

· Marketing

职能类别：客服经理

公司介绍

丹纳赫是全球科学和技术的创新者，致力于帮助我们的客户在全球各地应对复杂的挑战和改善生活品质。我们在最前沿和富有吸引力的领域，如生命科学、环境等等，拥有众多世界一流的品牌。我们是一支全球超过71000名员工的多样化团队，遵循同一个文化 - 丹纳赫业务运营体系（DBS）,该体系引领我们始终在日益激烈的商业竞争中处于领先地位。丹纳赫2014年营业额达到199亿美金并且市值超过600亿美金，位列美国财富500强中的149位。在过去的20年中，丹纳赫的股价表现优异，超过标准普尔指数将近2000%。

在中国，丹纳赫始终保持高速增长，拥有超过6000名员工和16亿美金的营业额。二十多家中国营运公司和超过一百家的分支机构，不但为中国客户提供着全方位的产品和服务，也为卓越人才提供更好的工作机遇和职位发展平台。

了解更多信息，请访问公司网站：***************.

Danaher is a global science and technology innovator committed to helping our customers solve complex challenges and improve quality of life around the world. Our family of world class brands have unparalleled leadership positions in some of the most demanding and attractive industries, including health care, environmental and etc. We are a globally diverse team of 71,000 associates united by a common culture and operating system, the Danaher Business System, which serves as our ultimate competitive advantage. In 2014, we generated $19.9 billion in revenue and our market capitalization exceeded $50 billion. We are ranked #149 on the Fortune 500 and, during the past 20 years, our stock has outperformed the S&P 500 Index by nearly 2,000 percent.

With over 6000 associates and $1.6 billion of revenue in China, Danaher continuously achieve high growth in the market. Through more than 20 China operation companies and more than 100 subsidiaries, Danaher not only provides comprehensive products and services to China client, but also better career opportunities and development platform for talents.

For more information please visit our website at ***************.

联系方式