Executive recruitment company Monroe Consulting Group's Industrial Division is recruiting on behalf of a well-established multinational company in the machinery and equipment manufacturing for processing wood, stone, and glass.
Job summary:
- The winning candidate will be trusted to lead and oversee the Customer Care organization and processes across Southeast Asia (SEA). The role is dedicated to elevating service and operational standards, fostering a customer-centric culture, and enhancing customer loyalty and satisfaction. The Director ensures alignment with organization's group strategic vision, processes, and policies, overseeing the areas of order management, logistics operations, and service machines and spare parts management.
- The role must involve spending a great deal of time gathering and analysing customer data and feedback to provide efficient service to customers. It is this individual's job to set the strategy and goals for the way a company interacts with its customers. The director then develops specific systems to implement this vision and oversees the way personnel are used and trained to execute it and the successful use of middle managers and supervisors to ensure adherence to the company's customer service standards.
Job Responsibilities:
Order Management:
- Supervise OrderLifecycle:
- Ensure the effective management and oversight of the entire order lifecycle from receipt to delivery across various the organization's businesses.
- Monitor and ensure optimized order processing to guarantee timely and accurate fulfilment.
- Customer Communication:
- Oversee and ensure consistent communication with customers from quote signature to installation/shipping schedule.
- Supervise the management of customer-requested changes related to order configuration, delivery, and sales terms.
- Documentation and Compliance:
- Ensure accurate documentation and processing of customer change requests and warranty conditions.
- Oversee the assistance provided to customers for necessary documents for financial leasing or credit approval, ensuring compliance with shipping and warranty conditions before shipment approval.
Logistics Operations:
- Oversee Transportation and Delivery:
- Guarantee on-time, in-full delivery of equipment and parts, managing the transportation from the local market to the final customer.
- Supervise reverse logistics, including returns, waste management, and inventory control.
- Monitor Stock and Installation:
- Ensure timely stock replenishment for components and spare parts, coordinating with intercompany and local suppliers.
- Align machine arrival dates with shipping schedules and oversee the planning of installations at customer premises.
- Safety and Coordination:
- Maintain and ensure maximum safety standards across all logistics functions.
- Coordinate with the Services Machines Manager to optimize the utilization of Field Services Engineers (FSEs), balancing workloads globally.
Services Machines Management:
- Supervise Field Services and Maintenance:
- Ensure the delivery of high-quality support and maintenance services, overseeing field service interventions including repairs, installations, and warranty claims.
- Develop and oversee the capabilities and competencies of Field Services Engineers, ensuring autonomous operation with the installation base.
- Maximize CustomerUptime and Safety:
- Ensure the maximization of customer machine uptime and enhance the effectiveness of troubleshooting and repairs.
- Oversee compliance with corporate and local government laws and regulations to maintain employee and customer safety.
- Work Order Management:
- Oversee the supervision and scheduling of dispatch work orders, ensuring timely and efficient execution of all maintenance activities.
- Conduct oversight of technical and administrative validation of interventions, maintaining compliance and accuracy.
KPIs and Performance Monitoring:
- Monitor Service Standards:
- Monitor customer care KPIs and ensure corrective actions are defined and implemented as needed to maintain high service and operational standards.
- Customer Satisfaction:
- Ensure exceptional customer service and efficient issue resolution, overseeing customer satisfaction across all key Customer Care processes.
Job Requirements:
- Bachelor's Degree in Business Administration, Management, or related field. MBA is a plus.
- Required language(s): Excellent communication skill in English; proficiency in SEA languages is a plus.
- 10+ years of customer care/service experience, with 5+ years in leadership roles.
- Strong leadership skills to manage and motivate a diverse, multinational team.
- Proven ability to foster a customer-centric culture.
- Experience in setting and maintaining high standards for customer experience and operations.
- Proficiency in managing order lifecycles, including logistics and installations.
- Expertise in delivering support and maintenance services, including field service and warranty claims.
- Strong problem-solving skills for exceptional customer service and issue resolution.
- Ability to monitor KPIs and implement corrective actions.
