Assistant Customer Service Manager

**Company Description**
**Job Description** ABOUT YOUR ROLE**:You will supervise the day-to-day activities of the Customer Service Team. You will be responsible for process improvement and digitalisation of the existing processes.

**YOUR RESPONSIBILITIES WILL INCLUDE**:
**Communication and Sales Support**
- Support the Sales Team to achieve sales goals by helping in administrative tasks like
- Support Sales team with customer inquiries on products.
- Coordinates and supervises the daily activities of the team and responsible for team leadership and tasks such as: attendance/vacation schedule, training coaching and development.
- Evaluate the effectiveness of customer service operations. Coordinate customer service function with other departments.
- Proactively communicate supply chain issues and provide alternatives.
- Provide responsive order management support including order entry, or expediting and shipment information to customers.
- compliance with established procedures and maintain effective indent inventory management
- To ensure sample requisition from customers is fulfilled.

**Driving Digitization Initiatives**
- Actively promote and support customers to use My AD Portal.
- Optimise customers’ adoption rate and achieve KPI
- Compiling feedback on issues, convert into opportunity for enhancements with CX team

**Customer Experience Enhancement**
- Identify VOC (Voice of Customer), customer concerns, investigate and resolve problems, and respond to customer inquiries.
- Oversee and conduct assessments of customer needs
- Champion customer needs and follow-up on customer inquiries
- Maintain high levels of communication within the customer service team.
- Actively participate in training to expand technical skills and improve services provided to customers.
- Maintain a strong database of potential customers by taking proactive steps to engage with them.
- Take proactive steps to maintain positive customer experiences.
- Recommend corrective services to adjust customer complaints.
- Any other duties and responsibilities that may be assigned to you by the management from time to time

**Process Improvement**
- Develop, recommend, and coordinate the implementation of new procedures.
- Communicate, implement and interpret customer service policies and procedures.
- Attend meetings for process improvements
- Other admin / non-direct sales tasks as required.

**Team Management**
- Train and provide development opportunities for staff.
- Monitor and evaluate team members, and adjust training where needed.
- Act as a team role model and change-agent.
- Positively lead and influence team members to partner together to achieve individual and business goals.

**Qualifications**
- Diploma or Bachelor’s Degree in any related fields
- 8+ years experience in B2B customer service in multinational companies;
- Experience in leading a team is a must.
- Strong written, verbal communication skills across levels and multiple functions in the organization
- Extensive experience in gathering and interpreting customer experience information.
- Ability to multi-task and use the information provided by customers to tailor responses and actions to meet specific needs.
- Excellent verbal and written communication skills in English
- Excellent collaboration and problem solving skills
- Solid knowledge of online customer engagement platforms and channels.
- Proficiency in MS Office

**Additional Information