Customer Service Manager

Want to give your customers a reason to be happy? As Customer Service Manager with Reckitt, you’ll have the freedom to find new ways for you and your team to delight them.**Customer Service Manager**

**Bangkok, Bangkok**

**Competitive Salary & excellent benefits package**

**Key Responsibilities**
- Overseeing the customer services teams
- Training and managing Customer Service Assistants and Representatives
- On-boarding and training new employees
- Setting customer satisfaction targets and working with the team to meet targets consistently
- Interacting with internal stakeholder & external customers by answering their questions and directing them to the appropriate service for their needs
- Establishing customer service policies and procedures
- Manages and improve the order to cash process consistently
- Ensure order to cash process adheres with financial revenue recognition policy on a monthly/quarterly basis by working closely with 3PL provider/sales on order management
- Analyses service drivers and leads improvement initiatives to deliver best in class service performance
- Collaborates with key stakeholders and those who influence service performance, including Commercial teams, Planning, freight and warehousing service providers to address ways to improve customer satisfaction
- Reports weekly & monthly KPI’s for Service Levels and customer indicators internally and externally
- Update the business on a daily/weekly basis for order progress & highlight if any service issue foresee to drive actions cross functionally
- Ensure master data is properly maintained & EDI process functions properly
- Short stock management, including allocation of critical items to customers
- Updates KPI Scorecards for major Reckitt customers
- Investigates and validates credit claims and looks at ways to reduce order errors
- Liaises with account manager (internal/external) to provide customer insights and identify opportunities
- Lead and empower the implant service to explore collaboration opportunity with key accounts to improve service, drive down operation cost and strengthen business relationship mutually
- Support productivity program from cross functional team that will involve the customer service operation

**You’ll love it because**
- you’ll have the freedom to make a difference. You’ll put your own ideas into practice. The products you get out there will allow people to live healthier lives and have happier homes. And our dynamic, ownership-driven culture will bring the very best out of you, every day.**Equality**:
All qualified applicants will receive consideration for employment without regard to age, disability or medical condition; colour, ethnicity, race, citizenship, and national origin; religion; pregnancy, family status and caring responsibilities; sexual orientation; sex, gender identity, gender expression, and transgender identity; protected veteran status; size or any other basis protected by appropriate law.