Customer Service Manager - Supply Chain and Implant

Description

Want to give your customers a reason to be happy? As Customer Service Manager - Supply Chain and Implant with Reckitt, you’ll have the freedom to find new ways for you and your team to delight them.

Customer Service Manager - Supply Chain and Implant

Bangkok, Bangkok

Competitive Salary & excellent benefits package 

Key Responsibilities

• Overseeing the customer services teams
• Training and managing Customer Service Assistants and Representatives
• On-boarding and training new employees
• Setting customer satisfaction targets and working with the team to meet targets consistently
• Interacting with internal stakeholder & external customers by answering their questions and directing them to the appropriate service for their needs
• Establishing customer service policies and procedures
• Manages and improve the order to cash process consistently
• Ensure order to cash process adheres with financial revenue recognition policy on a monthly/quarterly basis by working closely with 3PL provider/sales on order management
• Analyses service drivers and leads improvement initiatives to deliver best in class service performance
• Collaborates with key stakeholders and those who influence service performance, including Commercial teams, Planning, freight and warehousing service providers to address ways to improve customer satisfaction
• Reports weekly & monthly KPI’s for Service Levels and customer indicators internally and externally
• Update the business on a daily/weekly basis for order progress & highlight if any service issue foresee to drive actions cross functionally
• Ensure master data is properly maintained & EDI process functions properly
• Short stock management, including allocation of critical items to customers
• Updates KPI Scorecards for major Reckitt customers
• Investigates and validates credit claims and looks at ways to reduce order errors
• Liaises with account manager (internal/external) to provide customer insights and identify opportunities
• Lead and empower the implant service to explore collaboration opportunity with key accounts to improve service, drive down operation cost and strengthen business relationship mutually
• Support productivity program from cross functional team that will involve the customer service operation

You’ll love it because… 

…you’ll have the freedom to make a difference. You’ll put your own ideas into practice. The products you get out there will allow people to live healthier lives and have happier homes. And our dynamic, ownership-driven culture will bring the very best out of you, every day.

Equality

All qualified applicants will receive consideration for employment without regard to age, disability or medical condition; colour, ethnicity, race, citizenship, and national origin; religion; pregnancy, family status and caring responsibilities; sexual orientation; sex, gender identity, gender expression, and transgender identity; protected veteran status; size or any other basis protected by appropriate law.