Customer Services Manager

• Team Management
- Provide on-the-job mentoring and coaching to team members in matters related to OTC process efficiently and foster customer focus culture.
- Manage employee performance and development process by conducting target agreement, performance review and development planning & execution.
- Participate into the recruitment and talent management to retain and develop potential employees.
- Review job scope, resource utilization and planning jointly with disciplinary manager.
• Operational Excellence
- Provide order management-related expertise and information to business, functional counterparts and customer services community for continuous process improvement, system harmonization and process problem solving.
- Monitor Order-management’s performance using dedicated KPIs and reporting.
- Offer guidance to Customer service (CS) team in capturing customer’s expectation/requirement in NCM process. Analyze the root causes, propose corrective measures and ensure on-time closure of the end-to-end process in coordination with BUs and Functions for non -product quality complaints.
• Business Partnering
- Interact with business management and sales to gain knowledge of business development and customers’ needs. Arrange for CS team to visit customers regularly together with business team.
• Compliance
- Timely update company policies, business rules & authorization matrix; Enhance awareness and monitor the implementation of BASF policies.
- Ensure timely submission of quality reports/data to internal and external authorities.
- Maintain a safe and healthy working environment by following the companys EHS policy and requirements and report any unsafe conditions and behaviors, including near miss and incident, to immediate superior.
• Projects
- Effectively lead projects and ensure project deliverables and communicate effectively to all relevant parties; develop working relationship with regional teams and stakeholders to ensure that project rollouts are adopted/implemented and maintained appropriately.Job Requirement

- Attractive Salary - Health Insurance and Social Insurance Regulated by Vietnam Labor Law - Professional, dynamic working environment