General responsibilities and activities include but is not limited to:
To ensure Customer service team carry out the customer service function by ensuring that orders entry, delivery management, invoicing and customer complaints are processed on timely manner at most cost-effectively, while maintaining company core value of unbeatable customer service.
Customer Service Manager has to ensure the team has efficient communication between customers and inter-department either via phone calls, email, Whatapp or face-to-face in relation to a product or service.
Key responsibilities and activities include but is not limited to:
Review and improvise Customer Service team processes and guidelines with other departments from time to time to achieve highest efficiency and effectiveness in accordance to the business requirement.
To ensure Customer Service team members understand and adhere standard operation procedures including Do's and Dont's.
Issuance of Show cause letter, counselling letter, verbal warning letter as and when required.
To ensure Customer Services team are able to process domestic, inter-company orders and export orders efficiently and effectively.
Arrange internal and external training to enhance Customer Service team members knowledge and exposures.
To resolve escalated cases/incidents for a win-win solution under the guideline of Supply Chain Senior Manager on timely manner.
To ensure SAP invoicing system works well with Lembaga Hasil Dalam Negeri (LHDN) under MyTax system and escalate to global IT team as and when required.
Work closely with Sales Support, Sales & Marketing team for power pricing setup in SAP and e-shop following the structural way and upkeeping the data according to policy.
To ensures all customer ordering queries are processed efficiently and promptly, ensuring that our direct contact does, in fact provide unbeatable customer service.
Escalate for advise when there is a potential incoming big orders/spike in finished goods demand for production planning and stock movement arrangements.
Strong stakeholder management with other departments such as sales, finance and operation for special situation (plant shut down, machine stops due to low volumes), ready stocks for sale, etc.
To ensure and work closely with Finance department on the MICCI renewal (and any other relevant permit/license) complete on timely manner.
To check and approve staff claims with best justification.
To review and approve vendor payment on timely manner.
Job Requirements:
We release the natural power of stone to enrich modern living.
ROCKWOOL Group is a focused industrial company with leading positions in insulation, acoustic ceilings and horticultural growing media based on proprietary stone wool technology. We harness the properties that nature has given us to create products for quality living.
Our products touch most aspects of everyday life. We offer carefully designed, innovative sustainable solutions for your comfort, safety and for the benefit of the environment.
ROCKWOOL Group's business portfolio consists of:
* ROCKWOOL® insulation solutions for buildings.
* ROCKWOOL® technical insulation solutions to both industry, marine and offshore.
* ROCKWOOL® core solutions tailor made stone wool products to be integrated into finished systems.
* Rockfon® acoustic ceilings and wall solutions.
* Rockpanel® cladding material.
* Grodan® growing media solutions for plants.
* Lapinus® solutions for applications such as friction, water management, tracks, coatings, gaskets.
At ROCKWOOL Group, we are committed to enriching the lives of everyone who experiences our product solutions. Our expertise is perfectly suited to tackle many of today’s biggest sustainability and development challenges, from energy consumption and noise pollution to fire resilience, water scarcity and flooding. Our range of products reflects the diversity of the world’s needs, supporting our stakeholders in reducing their own carbon footprint along the way.
Stone wool is a versatile material and forms the basis of all our businesses. With around 12,200 colleagues in 40 countries, we are the world leader in stone wool solutions, from building insulation to acoustic ceilings, external cladding systems to horticultural solutions, engineered fibres for industrial use to insulation for the process industry and marine & offshore.
