Senior Manager, Customer Excellence and Sales Operation VN & CAMBODIA

Job location: HCMC

Role Purpose

This role is responsible and accountable for all activities of the Customer Service Team of a given country/cluster/region, including but not limited to overseeing, leading, inspiring and supporting the team to ensure they are customer-focused and ready to deliver timely and accurate responses and services within the established policies and procedures.

This role is also responsible for building a world class customer service team while planning, coordinating, governing and measuring the activities and performance of the customer service in alignment with the shared vision, strategy and goals of customer service function globally.

Accountability for identifying and leading process improvement plans, converting opportunities into sales and rolling out best practices for stronger, sustainable and profitable growth for Coats also lies with this role. The incumbent of this role responsible for customer service team and sales operation team in Vietnam, Cambodia and Thailand.

Principal Accountabilities and Key Activities

Build and lead a world class Customer Service Team:  

• Provide leadership and support in the day to day operations of the Customer Service Team
• Ensure necessary resources and tools are available for quality and timely customer service delivery
• Take the lead to manage complex and serious customer service issues
• Empower the customer service team to take decisions on their own
• Guide the customer service team to leverage customer interactions/support into sales opportunities

Be the Customer Service Excellence Ambassador:

• Consult internal teams (e.g. commercial, operations, finance) and even big customers to identify areas of improvement to further improve quality of service, efficiency and effectiveness
• Implement the established global vision and strategies of customer service function
• Co-develop, define, communicate and implement new and existing customer service policies, procedures and best practices
• Support customer service projects and initiatives to implement growth strategies

Governance and Performance Measure:

• Develop KPIs in alignment with the global shared goals of customer service function
• Evaluate and performance manage staff in accordance to the established competency framework and shared goals
• Responsible for delivering the agreed annual sales targets/budget for the customer service team

People Development:

• Build capability and consistency of the team by identifying and addressing staff training and coaching/mentoring needs in accordance to the established competency framework
• Plan, prioritize and delegate work tasks to ensure proper functioning of the customer service team (recruiting, selecting, orienting, training, assigning)
• Drive engagement, motivation and recognition within the team to build accountability to achieve their goals
• Keep abreast of the latest customer handling techniques and approaches and feed these into the team for continuous improvement
• Encourage and engage the Customer Services Team to develop a growth mindset based on proactive actions to enhance performance and improve results

Key customer relationship building (where applicable):

• Build and maintain key customer relationship.
• Manage day to day activities of strategic key customers (e.g. super contractors, where applicable).

Sales Operation Accountabilities:   

• Evaluating the market landscape to identify the potential customers to target and new business channels entering the market. Gather information on the competitive landscape to determine the priority opportunities.
• Providing analysis of market trends and data to identify growth opportunities.
• Collaborate in the development of and implementation of marketing & technical presentations needed for prospect sales meetings.

Education, Qualifications and Experience

• Extensive experiencing of managing operational customer service teams
• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
• Demonstrate ability to motivate and communicate with others at all levels
• Able to adapt and succeed in a changing environment
• Evidence of well-developed leadership skills.
• Work effectively with all peers and key stakeholders of Commercial and Finance, Marketing, Operations to negotiate and influence customer improvements
• Demonstrate forward-thinking and be visionary of future customer service
• University graduate and above

Desirable:

• Knowledge of Coats and customer operation and structure is ideal.
• Good experience and knowledge in Coats products & service and digital tools