Customer Care Manager

About the role

Responsible for customer care team management including capability development, delivering high customer service levels, strategy building for the overall Customer Care department, and contributing to company strategy. Lead the Order to Cash Process to deliver service levels meeting internal and external expectations and connect with the global community to improve processes or automate systems.

Key responsibilities

• Ensure high customer service by driving quick, accurate and quality execution of order processing, invoicing, customer complaints handling, customer collaboration and customer service through proactively informing and supporting
• Drive continuous improvement in processes or system automation
• Own the Order-to-Cash process and lead the team to timely and accurately deliver customer orders as per customer expectation
• Liaise with cross-functional teams to optimize customer service processes and deliver outstanding customer experiences
• Ensure VMI is executed to optimize customer stock level and availability as per target
• Ensure routine working is aligned with and complies with company policy and regulation
• Collaborate and work jointly with customers to drive service level to on-shelf availability with continuous improvement
• Develop, maintain and expand network of relevant internal and external stakeholders and partners
• Lead, coach and develop people of the own department or discipline
• Perform Key User Role or any other assigned project

About you

• IT Technology knowledge
• SAP, BW or Power BI experience
• Project management experience
• Experienced in leading cross-functional teams with excellent motivating and coaching skills
• Communication in English and Thai
• Excellent analytical skills both quantitative and qualitative
• Excellence in Microsoft Office with familiarity with SAP, BW and Power BI