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Not stated
Work mode
On-site
Experience
Experienced
About the role
This is a leadership role at Satair, based in Singapore, overseeing the customer resolution services function for the Asia Pacific channel. You will lead a team that handles customer queries, orders and complaints, working closely with supply chain, sales and other departments. It suits an experienced supervisor from customer service, supply chain or logistics who is comfortable in an international setting.
What you'll do
Manage, coach, motivate and develop the team so both team and individual goals are met
Make sure the team supports and serves customers in line with company standards and goals
Drive customer satisfaction as set out in Satair Group's mission
Satair - Head of Customer Resolution Services Asia Pacific (Satair Channel) job at Airbus, Singapore | WorkJio
Keep improving efficiency for activities tied to this position
Handle the department's staffing needs around holidays, flex time and working hours
Broaden the perception of total service and pro-activeness
Keep your team informed about Satair's business
Run departmental meetings with documented notes
Prioritise your own tasks and those of the department
Implement collaborative efforts between Supply Chain, Sales and other relevant departments
Optimise business procedures through Satair Group's IT systems
Ensure functional effectiveness to meet defined KPIs, which may be revised
Set clear objectives, targets and success criteria for your area with management, including annual reviews, qualification assessment, skills development, and onboarding and training newcomers
Ensure timely entry of orders and RFQs received through any channel such as portals, mail or fax
Ensure timely administration of the order and RFQ process, including customer returns
Ensure timely follow-up on proposals and quotations sent to customers
Classify queries into the right category
Respond to or coordinate customers' commercial and technical queries within Satair Group's capability
Receive, enter and investigate order management related customer complaints, identifying the primary department responsible and closing the complaint with the customer and in the complaints system
Forward queries to the appropriate department once classified
Forward commercial queries to appropriate departments when they exceed our ability to reply
Provide order information needed to investigate and close complaints without delay
Good to know
Permanent contract
Professional experience level, leadership job family
Flexible working arrangements are supported where possible
Requirements
At least 5 years of supervisory experience, preferably in customer service, supply chain or logistics in a similar-sized organisation
Familiar with SAP and Spec2000 routines
Shipping knowledge, including dangerous goods transport and INCO terms
Strong stakeholder management
Able to work in an international context
Able to execute and drive change
Benefits
Flexible working arrangements where possible
Apply on the company website
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