Customer Care Center Supervisor

Location: Shanghai Job Summary: Supervise, direct and motivate the Customer Care Representatives in their operations in supporting the Graphic System PRC & Hong Kong Sales Organization in Customer Service Management as they relate to the processes or activities Main responsibilities · Supervise and direct the CCC staff in their daily operations in meeting department objectives. Provide effective preliminary, concurrent and feedback control to correct performance that deviates from objectives of output.· Motivate CCC staff in their performance and assist to create such an environment that promotes teamwork with Customer Operations and among departments of Graphics System. · Maintain that job descriptions in CCC team are current.· Assist in the planning and organizing of order processing and operations to meet the objectives of Customer Operations.· Establish and maintain a most efficient order processing workflow to ensure that all orders are fulfilled on a timely basis with appropriate cost.· Ensures that 3PL and transportation companies are appropriately staffed to meet the service levels defined by Customer Operations department.· Acts as an interface between Customer Operations and 3PLs in monitoring 3PL services and service rates.· Develop Standard Operating Procedures (SOP) for the effective operations of customer order/contract processing, delivery arrangement, customer inquiry/complaint handling.· Design and generate periodic reports to be used for intelligent decision making in customer satisfaction management. · Maintain customer data & conduct annual customer satisfaction survey.· Monitor system data accuracy and project reports on a monthly basis. Requirements:

· Degree: University degree or equivalent above.· 5 - 8 years of working experience with supervisory capacity in Customer Service/Logistics Management in a globally reputable large international organization· Excellent written and verbal English and Chinese is a must. Oral Cantonese Dialect preferred.· Possesses effective communication and presentation skills· Have good knowledge of international trade and Chinese Contract Law and Administrative rules and regulations· Possesses excellent interpersonal and analytical skills as well as effective leadership skills· Excellent PC skills in Windows (Word, Excel, PowerPoint…)· Knowledge and experience in SAP is a definite advantage.· Have team working spirit and can-do attitude· Self-motivated and always taking initiatives

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发布时间：

2010-02-14

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