Customer Service Leader

Responsibilities

MAIN DUTIES :

Intervene in and directly manage challenging customer situations through research, direct communication, and any other means necessary to resolve outstanding issues.

• Monitor customer relationship management strategy and outcomes for key customers.
• Works with customers and other functional leaders to address systematic customer service problems.
• Responsible for reporting customer service metrics and action planning when issues are identified
• Monthly Sales & Order Intake Forecast (In Communication w/ Sales & NSM)
• Weekly Sales & Order Intake Forecast (In Communication w/ Sales & NSM)
• JDE order Intake Report to all Sales Team
• Pending order Review with team
• Siebel Claim Review with team
• Domestic Demand for Subsequent month + next 6 months
• Tracking of material: Deposition vs Date plan
• Ensuring OTR/OTP and CX performance
• Driving CRM Activities / Review with team day to day basis
• Supporting AR issues Resolution
• Tracking TTA/TTR performance in Salesforce.
• Providing MIS / Sales Analysis on requirement from Sales
  
  

Key Accountabilities

Track, report, and analyze customer service metrics, including OTR, OTP, CX, Open Siebel Claims, TTA, and TTR performance, and develop action plans where gaps are identified.

• Drive day-to-day CRM activities and conduct regular reviews with the team to maintain customer data accuracy and follow-up discipline.
• Prepare and communicate monthly forecast for OTR/OTP and LBL and share it with Finance.
• Collaborate with customers, Sales, National Sales Managers, and cross-functional leaders to identify and resolve recurring customer service issues.
• Accepting Pull-in and Push-out of customer request dates.
• Handling exception requests.
• Pulling forward future scheduled orders when business requirements arise and coordinating with customers to accept earlier material delivery.
• Support decisions related to AR issue resolution in coordination with Finance and Sales.
• Decide reporting formats, review cadence, and performance tracking methods for customer service metrics.
• Recommend process improvements to enhance customer satisfaction, service efficiency, and cross-functional coordination.
• Decide corrective actions for improving OTR/OTP, customer experience, TTA/TTR, and claim resolution performance.
  
  

Qualifications

JOB HOLDER'S REQUIREMENT :

• Minimum of 10 years experience in a manufacturing environment with the majority of those years in a supervisorial and/or managerial role within customer service.
• 4 year college degree in business or related discipline with Post graduate degree in Management.
• Possess analytical and technical skills required to understand business practices and processes.
• Must possess advanced computer and Analytical skills and understand electronic processing.
• Excellent written, verbal, and interpersonal communication skills for effective interface with all internal and external contacts.