Manager Customer Experience-singapore - Singapore - Kennametal, Inc.

Description

Job Summary

Manage day to day operation to meet customer satisfaction, responsible for training, quality monitoring, metrics, and employee development. Manage Customer Service Team across North and South Asia including Vietnam. This position will be based in Singapore and report to Customer Service Director, Asia.

Key Job Responsibilities

Responsible for Order-/Quote-/Return & complain performances to meet customer satisfaction

• Day to day manage the team workload to ensure the tasks be finished as requested.
• Monitor the overall performance of staff to ensure compliance with policies, practices and approved customer service processes ensuring a quick and efficient solution for customer requests.
• Monitoring the metrics and KPI, provide report on progress and achievement of business objectives.
• Team management Employee development.
• Work with appropriate management groups within Kennametal to develop both business and SAP processes and procedures.
• Lead complex projects in or outside of CEC, working in conjunction with other departments.

Education, Work Experience, Skills, Certificates

• Fluent written and verbal English and Japanese proficiency is required to manage team in North and South Asia
• Good commercial knowledge including pricing, finance, shipping, and import & export
• Over 10 years of related working experience in the relevant field
• ERP system processing experience is a must; SAP experience preferred
• Experience managing teams is mandatory; Has leadership capabilities to motivate and inspire team members and provide support
• Experience working for a multinational company is essential
• Regional experience is highly preferred
• Good stakeholder management
• Good mechanical technical knowledge is a plus (not compulsory)
• Proficient in Microsoft Word, Excel, PowerPoint, etc.
• Data driven and logical thinking
• Proactive, aggressive, wellorganized, and hard working
• Able to work under pressure, have good decisionmaking ability and judgment

Kennametal Is An Equal Opportunity Employer