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← Công Ty TNHH Khí Công Nghiệp Messer Việt Nam

Customer Service & Support Manager

Công Ty TNHH Khí Công Nghiệp Messer Việt Nam · Hà Nội
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Loại hình
Toàn thời gian
Hình thức
Tại văn phòng
Cấp bậc
Trưởng / Phó phòng
Ngành nghề
Chăm sóc khách hàng
Mức lương
Thương lượng
Địa điểm
Hà Nội, Hà Nội, Hà Nội

Tổng quan

  • Customer service operations management
  • Lead and manage all Customer Service & Support activities across Vietnam.
  • Ensure customer orders, documentation, delivery confirmations, and service
  • Develop, implement, and continuously improve customer service processes, service standards, and operating procedures.
  • Monitor and improve service performance indicators to achieve higher service
  • Build and maintain strong relationships with key customers to enhance customer experience
  • Order fulfillment & commercial support
  • Manage the end-to-end order fulfillment process from order receipt to delivery completion.
  • Coordinate closely with Sales, Logistics, Production, and Finance to ensure on-time and accurate deliveries and invoicing.
  • Oversee customer contracts, billing documentation, customs documentation, and payment-related administration.
  • Ensure efficient handling of urgent orders, after-hours requests, and exceptional customer requirements.
  • Lead the implementation of customer price adjustments and support commercial activities related to customer accounts and master data
  • Receivables management, cash collection & customer assets optimization
  • Manage customer receivable confirmations, payment follow-up, and cash collection activities.
  • Define and track daily progress of cash collection action plans per Sales regions and customer groups to reduce overdue amounts and improve working capital of the companies.
  • Coordinate with Sales and related departments to manage overdue receivables, bad debts, and asset recovery.
  • Supervise cylinder inventory programs, asset recovery activities, and cylinder turnover optimization.
  • Customer complaint management & customer excellence
  • Ensure timely and effective resolution of customer complaints and service issues.
  • Collaborate with relevant departments to identify root causes and implement preventive actions.
  • Analyze customer feedback and service trends to identify opportunities for improvement.
  • Lead customer satisfaction surveys and customer excellence initiatives.
  • Promote a customer-centric culture across the organization.
  • Process improvement & digital transformation
  • Analyze operational, service, and receivable data to identify process improvement opportunities.
  • Lead continuous improvement, digitalization, and automation projects within the CSS function.
  • Ensure customer master data, ERP, and CRM information remain accurate and up to date.
  • Drive improvements in order management, documentation, receivable management, and asset control processes.
  • Recommend initiatives to improve operational efficiency and reduce service costs.
  • Team leadership & people development
  • Lead and manage the following functional teams:
  • Order Management Team
  • Documentation Team
  • Customer Stock & Cash Collection Team
  • Regional CSS Leaders – North, Central and South
  • Establish team objectives, KPIs, and performance management processes.
  • Provide coaching, training, and development opportunities for team members.
  • Build a high-performing, customer-focused, and accountable organization.
  • Manage recruitment, succession planning, and talent development within the CSS function.
  • Cross-Functional collaboration

Quyền lợi

Đào tạoCổ phần / ESOP

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