Job Description

Our Incora Story is really taking off \xe2\x80\x93 we\xe2\x80\x99d love you to join us for the journey
We are currently seeking an exceptional professional to join us as Customer Service Manager
As the leading supply chain solutions business in the aerospace industry Customers are at the heart of our business.
The Customer Service Manager is accountable for leading a small CSR team in Johor, Malaysia and handling customer services operations for all our Malaysia\xe2\x80\x99s on demand accounts and managing the successful execution and operations of INCORA customer initiatives, policies, in support of business plans and strategic objectives; and for pursuing new business to meet annual Company goals.
Responsibilities:

• Responsible for all our ad hoc customers\xe2\x80\x99 service activities and operations and guidance/leadership of the CSR team located in Malaysia and SEA.

• Secure and optimise the operational processes with focus on customer needs and internal/external supply chain processes, this also includes customer order entry, BR, PO placement and approval, supplier delivery and delivery to customers, payment tracking and customer complaint handling.

• Enable a smooth daily work and be first contact for general topic for the team.

• Interact with departments such as customer operations, procurement team, warehouse etc both locally and globally and drive business promotion and expansion.

• Monitor, manage and/or resolve complex account issues in a cost-effective and a timely manner.

• Analyse and meet Branch financial objectives by forecasting requirements, scheduling expenditures, analysing variances; and initiating corrective actions to ensure budgetary compliance.

• Generate regularly scheduled and ad hoc reports for Regional management, as needed to maintain consistent communications of customer status, accomplishments and challenges.

• Practice, promote and participate in continuous improvement and/or process improvement efforts throughout the Company.

• Hire, mentor, train and develop staff in effective teamwork and in provision of the highest levels of quality and customer service, planning and measuring Key Performance Indicators (KPI\'s) and goals.

• Managing day to day activities of the team including employee relation issues and sickness absence management

• Plan, hold and conduct regular and consistent informational customer and operations meetings with branch personnel, driving and monitoring the status of Branch and individual KPI\'s.

• Prepare timely performance evaluations, conduct reviews, administer salary adjustments, promotions or disciplinary actions and facilitate additional training or mentoring as, needed, driving maximum productivity and quality of processes, systems and procedures.

• Ensure employee personnel changes and timekeeping records are audited and submitted to Payroll, as scheduled.

• Assist personnel in building and following a personal development plan using Intranet tools and programs, training programs, self-assessment tools, and relevant training courses

• Attend and/or participate in external/internal customer or company meetings or customer /marketing events and communicate information to upwards and downwards, as applicable.

Qualifications

Requirements:

• Bachelor\xe2\x80\x99s degree or above

• Extensive experience of customer service/ Logistics management, experience in aviation industry is an advantage

• People management and leadership experience

• Able to demonstrate an ability to maintain strong, business relationships with customers

• Maintain excellent customer service skills with the ability to deal tactfully, confidently, and ethically with both internal and external customers

• Ability to be detailed oriented and perform in-depth account research, if required

• Maintain clear and accurate data entry, documentation, and reporting skills, as required

• Maintain strong competency working with integrated data systems, Microsoft Office Suite, including Outlook and intermediate to advanced Word, Power Point and Excel (i.e., spreadsheets, formulas, importing and exporting of files, as applicable) as required

So, if you feel that the above describes you well, and want to be part of developing the Incora Story, apply now \xe2\x80\x93 we can\xe2\x80\x99t wait to hear from you!
About us
Incora\xe2\x84\xa2 is a leading, global provider of innovative supply chain solutions. Our promise to our customers is to reduce complexity and increase reliability so they can deliver mission-critical solutions that improve our world. We exist to enable the mission critical.
With a strong foundation in the aerospace and defence markets, we manage all aspects of supply chain from procurement to warehouse management, from logistics to on-site customer services. We are expanding our team of skilled Engineers to ensure right-first-time every time.
We pride ourselves on offering:

• Industry-leading capabilities
• Innovative solutions
• Greater customer value
• Trusted supplier relationships
• Business growth and operational efficiency

Our people make us unique, and we offer an Outstanding Colleague Experience. We live by our values: Courage, Collaboration and Commitment and are proud to add real value to our customers\xe2\x80\x99 businesses. Our people-centric philosophy is underpinned with strong engagement, consistent communication, and opportunities for personal development, enabling our colleagues to grow and make a difference in our company.
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, gender, disability, religion/belief, sexual orientation, or age.


Primary Location : MY-MY-Johor
Job : Sales and Marketing
Organization : SE Asia
Schedule : Regular
Full-time
Job Posting : Apr 11, 2023, 1:57:03 AM