Purpose of the job: 

• This position will work in the central customer service team for the APAC region at the company’s new hub in Vietnam. In the short term, this team will be responsible for processing orders for company’s branches in China, Korean, Singapore, and India. In the medium term, the team will also be responsible for customer support for end customers in these markets and the whole APAC region (excluding China). 
• The aim is to offer customers a positive service experience and across all channels with the helps of standardized and efficient processes as well as motivated, competent employees 

Job Responsibilities:  

• Development and management of motivated, high-performing, and highly customer-focused customer service team at the hub in Vietnam. This includes: 

• Selection, coaching, and further development of the team, as well as disciplinary responsibility 

• Capacity, staff, and resource planning 

• Planning of the holidays and working times 

• Determining the areas of responsibility within the department 

• Carrying out employee appraisals and appraisal interviews 

• Establishment, optimization, and monitoring of relevant lead-to-cash processes in the local ERP system in cooperation with HQ 

• Support in setting up and introducing a CRM system 

• Intensive cooperation with national and international customers, agencies, and subsidiaries.  

• Organization of internal interface processes with specialist depts such as Logistics, Sales, Planning, Sourcing, Pricing, Quality, and HQ CS team. 

• Standing in for employees from the department as required (collaboration in day-to-day business) 

• Reporting and analysis of relevant CS figures 

• Collaboration on local projects and projects initiated by HQ 

• Reporting directly to Head of CS at HQ