Tuyển dụng Customer Service & Support Manager tại Hà Nội

1. Customer service operations management

- Lead and manage all Customer Service & Support activities across Vietnam.

- Ensure customer orders, documentation, delivery confirmations, and service requests are processed accurately and on time.

- Develop, implement, and continuously improve customer service processes, service standards, and operating procedures.

- Monitor and improve service performance indicators to achieve higher service quality and customer satisfaction.

- Build and maintain strong relationships with key customers to enhance customer experience

2. Order fulfillment & commercial support

- Manage the end-to-end order fulfillment process from order receipt to delivery completion.

- Coordinate closely with Sales, Logistics, Production, and Finance to ensure on-time and accurate deliveries and invoicing.

- Oversee customer contracts, billing documentation, customs documentation, and payment-related administration.

- Ensure efficient handling of urgent orders, after-hours requests, and exceptional customer requirements.

- Lead the implementation of customer price adjustments and support commercial activities related to customer accounts and master data management.

3. Receivables management, cash collection & customer assets optimization

- Manage customer receivable confirmations, payment follow-up, and cash collection activities.

- Define and track daily progress of cash collection action plans per Sales regions and customer groups to reduce overdue amounts and improve working capital of the companies.

- Coordinate with Sales and related departments to manage overdue receivables, bad debts, and asset recovery.

- Supervise cylinder inventory programs, asset recovery activities, and cylinder turnover optimization.

4. Customer complaint management & customer excellence

- Ensure timely and effective resolution of customer complaints and service issues.

- Collaborate with relevant departments to identify root causes and implement preventive actions.

- Analyze customer feedback and service trends to identify opportunities for improvement.

- Lead customer satisfaction surveys and customer excellence initiatives.

- Promote a customer-centric culture across the organization.

5. Process improvement & digital transformation

- Analyze operational, service, and receivable data to identify process improvement opportunities.

- Lead continuous improvement, digitalization, and automation projects within the CSS function.

- Ensure customer master data, ERP, and CRM information remain accurate and up to date.

- Drive improvements in order management, documentation, receivable management, and asset control processes.

- Recommend initiatives to improve operational efficiency and reduce service costs.

6. Team leadership & people development

- Lead and manage the following functional teams:

• Order Management Team

• Documentation Team

• Customer Stock & Cash Collection Team

• Regional CSS Leaders – North, Central and South

- Establish team objectives, KPIs, and performance management processes.

- Provide coaching, training, and development opportunities for team members.

- Build a high-performing, customer-focused, and accountable organization.

- Manage recruitment, succession planning, and talent development within the CSS function.

7. Cross-Functional collaboration

- Work closely with Sales, Logistics, Production, Finance, SHEQ, and other departments to ensure seamless customer service delivery.

- Support customer growth initiatives and business improvement projects.

-Serve as the primary interface between customers and internal departments to ensure customer requirements are met effectively.

- Perform other duties assigned by the Marketing & Strategic Sales Director and Company Management

Yêu cầu công việc

- Bachelor's degree in Business Administration, Economics, Commerce, Logistics, Supply Chain Management, or a related field.

- Minimum 7 years of progressive experience in Customer Service, Sales Administration, Commercial Operations including at least 5 years in a managerial role.

- Experience in multinational and/or industrial manufacturing companies is highly preferred.

- Solid knowledge of customer service operations, commercial processes, order management, customer account administration, and accounts receivable management.

- Hands-on experience with ERP and CRM systems.

- Proficient in English

Quyền lợi

• Thưởng:
  - Thưởng 3-4 tháng lương/năm
• Chăm sóc sức khoẻ:
  - Bảo hiểm sức khỏe 24/7 dành cho nhân viên
• Hoạt động nhóm:
  - Tham gia các hoạt động do Công ty tổ chức như du lịch hằng năm, sinh nhật theo quý,...