19 Feb, 2020
About the role We are currently accepting applications for this full-time position to work in our fast-paced office and assist us with the management of end to end customer service. The successful candidate will have experience in managing B2B business and be capable of managing all order related activities, including order entry, order status, inventory availability, pricing compliancy, the accuracy of order delivery deadlines and complaint resolution. This position is responsible for managing a team of 3 Team Leaders, and a total of 22 reports. This position provides an opportunity to have a daily impact on our business and will interface regularly with our customers, Sales team and Supply chain organization. The candidate must have a willingness to work through difficult situations and circumstances while keeping and portraying a professional disposition at all times. We expect a lot from our team so we need a passionate individual who can engage the team around them, empathetic but business focused to ensure we are able to deliver great customer service as we evolve and grow our business in Asia. You will be a member of the site leadership team and have an important role in contributing to the management of the overall office location. Key responsibilities include Lead customer service team to onboard new customers and partners, drive successful product and platform adoption, and resolve issues and maximize value Establish a trusted advisor relationship with the team leaders while encouraging continuous learning within teams. Oversee daily operations and ensure a strong customer relationship exists between customer service and customer from end to end, once the sale is made, including keeping the customer informed of all product updates. Serve as an escalation point for customer issues to ensure issues are resolved as quickly and effectively as possible. Work with Continuous improvement / Business analyst to track and achieve KPI’s and targets. Become a trusted right-hand advisor lead to implement a new strategy to improve our customer’s experience to the regional customer service director. Work cross-functionality through gathering feedback and collaborating with other departments including Sales, and Supply chain to improve customer experience. Development of an employee-oriented company culture that emphasizes quality, continuous improvement, key employee retention and development, and high performance. Manage a team of 22 employees About you Bachelor’s degree or equivalent experience MBA or advanced degree preferred 5+ years of experience in customer success at a B2B company. Proven track record leading a successful customer service team in a growth-oriented B2B environment. A strategic, empathetic, and detail-oriented leader who is fearless about executing a world-class CS organization. Experience rolling out processes and programs with a customer-focused mindset. Natural proactive nature works to curb reactive behaviors and go above and beyond the call of duty but approaches all situations with an empathetic and patient manner. Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment. Strong technical skills that allow for ease when guiding customers through technical processes. Strong, written, oral and interpersonal skills. Use of SAP and Salesforce a distinct advantage.
Big House Group Ltd. Port Klang, Selangor, Malaysia