Job description: General Manager – Customer Service Center (Domestic & Export)
Business unit: CP-Meiji Thailand
Key responsibilities:
Customer Service Center (Domestic)
• Lead the order processing team to ensure master data accuracy and order entry accuracy. Oversee EDI mapping process and coordinate with VAN service provider to explore further electronic-based collaboration with customers
• Lead the cross functional teams to improve order fulfillment and manage quota allocation
• Liaise with Warehouse & Transportation teams to ensure on-time delivery
• Lead the cross functional teams to reduce customer claims & complaints, and credit notes from operational failures
• Implement the enhanced call center system that enable to measure a customer satisfaction score. Conduct a customer satisfaction survey and lead the continuous improvement actions
• Implement the joint supply chain collaboration projects with customers i.e. review order pattern & minimum order value; monthly supply chain performance review with Sales & customers; joint demand forecast for new launch / promotion / to be discontinued SKUs; RTM cost-to-serve analysis & recommendation, etc.
• Lead the SAP SD functionality enhancement project
Customer Service Center (Export)
• Liaise with International Sales team to collect a rolling sales forecasts from overseas distributors
• Liaise with Planning team to review production utilization and formulate Cargo-Ready-Date in order to confirm and arrange shipment schedule to customers
• Liaise with Logistics, Quality Assurance, and Finance teams to process Export Sales Orders in SAP and prepare export documents. Ensuring the document accuracy and timeliness
• Liaise with Government agencies to issue any required export certificates according to a given timeline of each export country
• Manage freight & forwarder arrangement & conduct a regular performance review with them
• Liaise with factory in case of product and/or service claims from overseas customers: follow up for an investigation result and prepare official feedback letter to customers. Ensuring both corrective and preventive actions are implemented
• Liaise with International Sales team to facilitate the audits from overseas customers
• Conduct a customer satisfaction survey and lead the continuous improvement actions