Customer Service Manager, International Sales

4 days ago

กรงเทพมหานคร, Thailand Dextra Group Full time

**Sales support**:

- Order Management: Process, track, and fulfill customer orders throughout the entire order lifecycle, ensuring customer satisfaction.
- Coordination with supply chain, planning & logistics teams to answer customer enquiries, and provide on time delivery.
- Contract management to ensure smooth operations in line with contracts (prices, payment terms and deliveries, etc.)

**Forecast**:

- Review update and monitor sales forecasts.
- Update demand forecast to supply chain and track demand variation.

**Team Management**:

- Supervise and lead a team of customer service executives.
- Monitor performance metrics and ensure team adherence to service standards.

**Performance Analysis and Reporting**:

- Monitor and analyze sales performance indicators (Sales vs Forecast & Budget)
- Track and analyze customer service metrics (Customer Service Level, Lead Time, Customer Satisfaction, resolution time).

**Operation excellence**:

- Develop and implement customer service policies and procedures.
- Ensure adherence to processes, especially with IT systems (ERP/CRM)
- Work on continuous improvement to streamline processes.
- Analyze recurring problems and implement solutions to prevent future issues.

**Customer Experience Enhancement**:

- Initiate and lead initiatives aimed at improving the overall customer experience.
- Identify customer pain points to propose improvements.

**Qualifications**:

- Bachelor’s or Mater’s degree in Business field
- 5-10 years of experiences in business operations
- Excellent command of spoken & written English
- Excellent computer skills (Microsoft - Excel & Word)
- Good analytical and problem solving skills

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