Customer Service Manager
Shenzhen, BaoAn district - china
URGENT OPEN OPPORTUNITY
MNC with manufacturing plants in USA, South America and China.
This MNC is a global provider of instruments, subsystems and process control solutions that measure, control, power, monitor and analyze critical parameters of advanced manufacturing processes to improve process performance and productivity.
Job Title: Customer Service Manager
Reports to: Sales Director of China
This is a customer facing role, well suited for a good communicator that is hands on to resolve issues but also be able to present solutions and new solutions to customers. This role reports to Sales Director of China
Provides pre-sales and post-sales service to customers. Delegates customer service department procedures. Acts as liaison between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries. Reviews warranty claims. Processes customer returns and exchanges. Expedites service and repairs. Provides special pricing for non-standard items. Selects, develops and evaluates personnel to ensure the efficient operation of the function.
Also directs and coordinates the processing of sales orders. Monitors sales order system to ensure accurate receipt and booking of sales orders. Tracks sale shipments, delivery, billing and backlog activities, providing internal sales reports when necessary. Responds to inquiries regarding status of orders and resolves customer order difficulties.
Level 3 (Management):
Scope: Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Provides guidance to subordinates within the latitude of established company policies. Recommends changes to policies and establishes procedures that affect immediate organization(s).
Job Complexity: Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends. Follows processes and operational policies in selecting methods and techniques for obtaining solutions. Acts as advisor to subordinate(s) to meet schedules and/or resolve technical problems. Develops and administers schedules and performance requirements; may have budget responsibilities.
Discretion: Erroneous decisions or failure to achieve results will add to costs and may impact the short-term goals of the organization.
Interaction: Frequently interacts with subordinate supervisors, customers and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company. Often must lead a cooperative effort among members of a project team.
Supervision: Manages, perhaps through subordinate supervisors, the coordination of the activities of a section or department with responsibility for results, including costs, methods and staffing. In some instances this manager may be responsible for a functional area and not have any subordinate employees.
Experience & Education: Bachelor’s Degree and 5-7 years of related experience.
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