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China Customer Service Manager

Company Name:  LB Polyolefin Shanghai Co
Location: 

CN

Req ID:  72665
Facility:  Shanghai-484
Department:  Customer Service North Asia
Division:  Global APS and Supply Chain

China Customer Service Manager

Basic Function

The purpose of the job is to lead customer service teams in China to fulfill customer & biz  needs, lead and manage the team to follow LYB way to achieve supply chain targets, assist line manager to maintain and improve customer service operation performance to support RMB business in China.

Roles & Responsibilities
  • Manage whole Customer Service functions for RMB Biz in China.
  • Manage RMB customer order fulfilment, provide the guidelines and instructions to the team, to ensure the order processes, deliveries and payment processes are executed effectively within customers expected timeline. review the operation process when needed
  • Lead the team to follow LYB requirements( compliance/policies/process/safety)
  • Support manager to review the RMB CS functions, work with other functions for operation improvement. ( new operation process setting, SAP enhancement)
  • Set clearly goals and objectives for the team, provide the support when needed, supervising the team performance, make sure the team has the enough competencies to fulfil biz requirements and follow Asia supply chain strategies.
  • Responsible and accountable for the resolution of order-to-cash process problems and effective communication to all involved parties
  • Assist Manager to develop and implement an effective and reliable back up system for the customer service team. Coordinate and align with other teams when required
  • Assist manager to provide training, guidance, and functional expertise as needed to assist and train colleagues  in CS team, support PAD and IDP review
  • Ensures mutual exchange of information between customers, sales and other internal departments (incoming orders, lost orders, outstanding payments, complaints, and special incidents).
Min. Qualifications

Education:

University / college degree preferred or equivalent experience

IT capabilities (SAP, MS Office)

Work Experience:

Minimum of 10 years in Customer Service or similar role with customer contact

Experience to lead a team to achieve the goals which got aligned or assigned by up level manager.

Skills:

  • Team management
  • Good understanding of CS processes, bank handling and operational procedures.
  • Sound knowledge of shipping and logistics to achieve results in an efficient and cost-effective manner.
  • SAP experience, can support the SAP launch or SAP enhancement in region.
  • Computer/office skill, can generate office reports if needed.
  • Presenting skill, has the presentation skill to internal and external biz partners.
Languages
  1. Mandarin
  2. English
  3. one or more other Asian language depending on the customers
Competencies
Builds effective teams
Collaborates
Cultivates innovation
Customer focus
Demonstrates courage
Drives results
Ensures accountability
Instills trust and exemplifies integrity

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