Manager – Customer Service

LLOYD Shoes GmbH; Petaling Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A top footwear company is seeking a Manager – Customer Service in Kuala Lumpur. The ideal candidate will manage customer service processes, lead a team, and ensure quality delivery in the logistics domain. Proficiency in data analysis tools and strong communication skills are critical for success in this role. A flexible work environment with possibilities for travel is provided.

Qualifications

• Experience in managing customer service processes.
• Familiarity with shipping and logistics domain.
• Knowledge of ISO compliance requirements.

Responsibilities

• Manage customer service teams and processes.
• Ensure quality delivery within set timelines.
• Maintain productivity data and report metrics.

Skills

Analytical Thinking

Communication Skills

Customer Orientation

Process Orientation

Tools

MS Excel

Qlik

Power BI

Job description

Overview

Manager – Customer Service. GCC - Kuala Lumpur office is inviting high caliber professionals to apply for the following position:

Job Title: Manager – Customer Service

Location: Kuala Lumpur

Job Level: 5B

Reporting to: Director

Positions Opened: 02 Nos.

Key Expectations

• Able to demonstrate knowledge about shipping and logistics domain.
• Able to achieve targets and exceed them consistently.
• Contribute ideas and suggestions to improve the process.
• Identify issues/patterns in the process and advise solutions.
• Record and maintain all productivity data in the respective DB/excel sheets.
• Perform activities free from errors.

Specific Responsibilities

• Overall, responsible for managing specified Customer Service processes / teams.
• Be a part of the management team and facilitate strategic decisions for the process being handled.
• Plan, allocate and control processes and resources to ensure quality deliveries within prescribed timelines and functional budgets.
• Ensure that strategy, structure, staffing and processes are aligned with the Company’s Quality objectives and goals.
• Champion the use and implementation of statistical tools for analysis and reporting.
• Creating back-ups for self.
• Collate and report standard operational and quality metrics to the management on a weekly basis.
• Take action on an ongoing basis to identify deviations from standards and initiate actions to address the same.
• Provide leadership through guiding, monitoring and integrating the day-day efforts of the Team Management and subordinates.
• Own and drive efforts of the organization towards attrition management and staff retention.
• Establish relationships with team members through one-to-one sessions and group meetings.
• Conduct and assist with functional training.
• Ensure quality delivery in line with Service level agreements made to Areas and Regions.
• Work collaboratively with the offsite locations & regional offices to anticipate and understand customer expectations and satisfaction levels and translate that knowledge into process improvements/changes in order to improve effectiveness.
• Constantly take measures in improving the knowledge/skill base of the team and overall productivity.
• Assist in execution of trial production of new business opportunities.
• Ensure adherence to ISO Objectives and Standards across the organization.
• Assist and participate in the execution of the day-to-day tasks, as required.
• Data Analytics – Ability to comprehend data and provide meaningful business insights.
• Expertise and familiarity with business tools like MS Excel, Qlik, Power BI.
• Knowledge of additional skills like R and Python will be an added advantage.

Key Performance Standards

• Achieve productivity improvements in line with the organization’s goals.
• Achieve key targets of the specified process responsible for ensuring effective project transitions for relevant processes.
• Ensure productive working relationships with the Region/Areas through visible initiatives and effective communication channels.
• Ensure efficient management of human resources, including Employee Motivation, Retention of identified key team members, Training for all key team members, and creating a motivating and vibrant work environment.

Operational Drivers

• Ensure accomplishment of all milestones on all personal projects that get allotted.
• Ensure necessary productivity improvements are done as per the plan.

Desired Profile

• Expertise / Specialized Knowledge
• Product Knowledge
• Process orientation & diagnostic skills
• Quality Awareness
• Accuracy
• Analytical Thinking & technology orientation
• Financial orientation
• Communication skills – E-mail, verbal & presentation
• Project Management
• Training skills
• Report preparation/ generation

Customer Orientation

• Proactiveness to Customer needs
• Good listening skills
• Ability to establish Rapport and develop Contacts

Company / Industry Knowledge

• Knowledge of Functional area of operations
• Knowledge of general shipping cycle of Sales- Pricing- Customer Service-Operations-Documentation
• Knowledge of Inter-Modal/ Logistics Industry
• Knowledge of macro level organization Business

Local compliance requirements

• Compliance to ISO requirements in regard to data privacy, quality and processes
• Compliance with Security awareness requirements

Relationships

• Internal: All peers and subordinates
• External: Staff in Regions/ overseas offices
• Excellent spoken and written communication skills
• Strong keyboard skills / typing speed
• Should be a team player with positive attitude
• Good knowledge of Geography
• Expert in the use of MS Office products

Team Management

• Team Leaders are responsible for managing their teams, including guiding and motivating, fair handling of grievances, and ensuring compliance with the company’s values, code of conduct and ethics.
• The responsibilities are not exhaustive but indicate what is expected from Team Leaders as People Managers.
• In case of issues, Team Leaders should establish that all efforts were made before escalating matters.
• Some situations may require reporting to authorities/committees (POSH, Fraud) and are excluded from local handling within the team.
• Assess team members’ performance and give fair feedback; be open to feedback to foster a genuine feedback culture.

Working Conditions

• Flexibility in Shift Timings
• Ready for domestic and international travel, based on organizational requirement
• Local conditions applicable