CUSTOMER RELATION MANAGER

CUSTOMER RELATION MANAGER 7000~11000 (RM)

Job ID: 23315

Position Title: CUSTOMER RELATION MANAGER

Industry: General and Wholesale Trading

Job Description

To oversee and ensure smooth operation of the CR (includes AR, CS & POC) Team. His/her responsibilities include:

1. Troubleshoot and resolve operational issues escalated by CR team members and implement preventive measures.
2. Manage staff’s productivity and explore ways to enhance the quality of service to customers.
3. Regular review of workflow and propose improvement to ensure smooth daily operation.
4. Ensure proper recording and accuracy of data kept for KPI reporting.
5. Collate and prepare CR activities reports and submit to Head Office.
6. Manage customer database master to ensure compliance to company policy.
7. Manpower deployment to handle overflowing tasks across sections.
8. Provide training and guidance to team members or new hires.
9. Manage CS projects and Kaizen activities.
10. Project management in improvement projects e.g. Order Automation, RPA and Chat Bot.

In addition to managerial duties, the CR Manager is expected to maintain a hands-on approach to daily operations including:

1. Monitor order processing status and ensure that orders are processed within the various cut-off times.
2. Cover operation duties when the team is shorthand due to unforeseen circumstances.
3. Liaise with Sales Team and Accounts Team over AR matters and suspension of account.
4. Assist in general product inquiry, customer feedback or complaints.
5. Liaise with Business Development Team and supplier on customer’s orders, product claims and return cargos.
6. Liaise with Sales Team and Shipping Team on customers’ orders and delivery status.
7. Conduct weekly meetings.
8. Verify Credit/Debit Notes.

Requirements

1. Minimum Diploma holder.
2. At least 6-8 years Customer Service experience (preferably in a trading company) and at least 4 years at managerial level.
3. Service-oriented and good customer service skills.
4. Able to handle stress in a high volume and fast-paced environment.
5. Possess initiative, analytical and able to multi-task.
6. Proficient in MS Office.
7. Immediate availability will be an added advantage.
8. Able to travel.