Vacancy

Customer Service Manager,
Full-time

China, Jiangsu, Changzhou

Business unit: Powder Coatings

About AkzoNobel

AkzoNobel is a leading global paints and coatings company and a major producer of specialty chemicals, with leading market positions and brands in countries around the world. We operate in a number of important market segments ranging from buildings and infrastructure to transport, industrial and consumer goods. We’re also the sector leader in sustainability and are number one in the renowned Dow Jones Sustainability Index. In practical terms, that means our sustainable solutions are in your lives, and those of your friends and family, every day. We’re the people that make it possible for you to do what you need to do.

Responsibility

§   To manage customer service team, priortising timely order processing and good customer interactions and relationships.
§   Build team spirit and foster a culture service excellence and continuous (service) improvement
§   Supports the order-to-cash process with excellence in order processing.
§   Manages the personnel in the Customer Service Team to assure highly professional and reliable service by ensuring good team dynamics and individual competence coaching
§   Plans and organizes distribution of daily tasks to individual workload to efficiently use available resources, and signals issues in capacity to management.
§   Organizes, coordinates and monitors customer order processing and products distribution (including, adherence to adequate standard operating procedures).
§   Collects performance key performance indicators and reports on these including delivery performance and signals on trends.
§   Assures adequate cover during e.g. vacations and absences.
§   Registers and processes customer orders in the ERP system received via, electronic mail, phone or through other contact with the customer.
§   Ensures order processing is handled correct and in full, and is transferred to the transporters (distributors). Raises issues in delivery and/or invoices process with Sales Manager.
§   Acts as first escalation-level contact with customer for answers to customer questions and in attempting to resolve customer complaints.
§   Ensures adequate customer and product knowledge to find solutions for customer needs (e.g. additional and/or alternative products).
§   Evaluates and makes proposals for improvements on process efficiency, improvement on work processes, materials options etc. and implements in cooperation with the Sales Manager.
§   Determines and supervises process of registering / filing / archiving of customer service-related documentation.
§   Supervises quality of cooperation between customer service and field force regarding administration of customers’ orders. Closely cooperates with the Logistics function to maintain consistency in approach towards customer service in the organization.
§   Adheres to all applicable corporate as well as site policies/procedures with regard to personal conduct/HS&E standards and acts in compliance with all regulations.
§   Manages and coordinates compliance to corporate policies, regulations, processes and production agreements.
 

Vacancy data

Organisation

Job characteristics

Closing date

December 31, 2099

Vacancy number

170000M7

Continent

Asia

Country

China

State/Region/Province

Jiangsu

Site

Changzhou

Business unit

Powder Coatings

Sub business unit

Powder Coatings_North Asia

Job family

Sales_Cust_Serv

Hierarchy level

Professional/Experienced/Specialist

Full time/part time

Full-time

Contract type

Permanent


Job requirements/Candidate profile

1.   Bachelor degree in  business administration, finance and accounting or others;
2.  At least 5 years  customer service / management work experience in multinational company;
3.      At least 2 years management experience in customer care;
4.     Good command of oral and written English and Chinese;
5.      Familiar with computer skills;
6.     Good interpersonal skills and team work;
      7.    High capable of communication and coordination.

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