Customer Service Manager
LocationRantsit
Job typePermanent
Salary50,000-80,000 ฿
About the Company
Our client, a trailblazer in the material handling industry, is seeking a dynamic and dedicated Customer Service Manager to elevate their service excellence to new heights.
Job Responsibilities
- Develop and implement customer service policies and procedures to ensure high service levels and standards.
- Ensure effective coordination in service administration, parts planning, warehouse, and workshop management, clearing backlogs at least weekly, if not daily.
- Collaborate closely with the management team (country, area, or sales) to address and resolve customer service issues and complaints.
- Establish and lead a complex problem-solving team, ensuring proper tracking and documentation until issues are fully resolved.
- Serve as a super user in SAP and Salesforce CRM, providing guidance to the team and ensuring data accuracy.
- Implement training, learning, and development programs for each technician to enhance technical competency.
- Conduct monthly performance reviews and coaching sessions in line with the Golden Spanner program.
- Organize on-the-job training (OJT) and mentoring/buddy schemes for new technicians as part of their onboarding process.
- Strengthen the service technician team through apprenticeship programs or other suitable initiatives.
- Drive revenue by monitoring quotation success rates.
- Promote the acquisition of new service contracts and the renewal of existing ones.
- Enhance rental margins through effective cost control measures.
- Optimize the utilization of used trucks by ensuring timely repairs and refurbishments.
- Ensure fast delivery of new trucks with efficient planning, pre-delivery inspections (PDI), and installation of any local options.
- Enhance customer service operations through feedback from internal sales teams and external customers, including follow-ups on Net Promoter Score (NPS) surveys.
- Manage and coordinate customer service projects and initiatives as required by management.
Experience requirements
- Extensive experience in customer service management, ideally in a senior or leadership role.
- Demonstrated ability to solve complex problems and manage critical situations effectively under pressure.
- Exceptional organizational skills with a keen eye for detail.
- Proven track record of collaborating with cross-functional teams and building strong client relationships.
- Strong leadership and team management skills, with the ability to mentor and develop staff.