Sales / Customer Service - Shanghai, 中国 - tesa

描述

What you will do

Strategy & Planning:

Deeply understand the BU's business strategy, support the supervisor to develop and implement the customer service strategy for assigned business/customers to support the business to achieve the goals & objectives

Build-up strong business insight on customer service view that may support and impact the BU's business development and performance

Implement and execute the programs related to the tools and processes that aim on improving efficiency of order procession and business development activities

Establish and maintain good relationship with internal stakeholders to ensure the collaboration

Order Management & Efficiency:

Manage the full end-to-end order lifecycle independently, cooperate with internal partners closely to ensure that orders are processed and delivery timely and accurately

Set-up the communication mechanism with assigned business/customers, keep the regular communication with internal key stakeholders and report the order status timely

Proceed and execute the order process simplification and digitalization proactively

Manage and monitor the core KPIs (e.g. MOV, MOQ, delivery frequency etc.) to ensure order accuracy

Act as the key stakeholders in process optimization and efficiency improvement by balancing customer needs and tesa benefits

Analyze on the performance result regularly for MOV/MOQ/DF and make improvement plan for corresponding customers

Regularly collect customer feedback for CCP and work with CCP project team to continuously improve customer experiences and optimize CCP functions

Promote CCP to be active customer management tool

Customer Management & Collaboration:

Familiar with the system, process and policy for customer management in Greater China, implement and execute the annual plan for assigned key costumers independently

Provide high-quality and standard service to customers, follow-up with customer's feedback timely, report the abnormal cases and translate effective solution to customers

Understand the business model of assigned Business/customers, identify key customers' requirements and define the best process and practice based on the guideline to satisfy needs

Monitor the monthly order forecast for assigned business/customers, generate the forecast report regularly and follow-up the action plan based on the forecast report

As the contact window to support the customer claim management independently

Utilize data and information available to monitor and assess customer's performance

What you will need

ducation Background:

Bachelor degree and above, major in Supply Chain, International Trade or Business Administration related will be a plus

Skills/Capabilities/Working Experience Requirement:

Min 5 years working experience in customer service relevant

Solid speech and structured presentation skills, capability to communicate, cooperate and influence across departments and regions

Strong problem-solving skills, can identify routine problems and present clearly, analyze the root reason and business impact, can solve the problems independently

Highly self-motivating, open minded and diligent attitude

Strong willingness to grow and step out of comfortable zone with own initiatives, proposal and drive the decision-making

Good conflict management capability, can identify the key issues of the conflict and provide the appropriate solution to achieve alignment

Good risk management sense, good sense to identify the potential risk with potential solution to eliminate

Languages, Certificates and Skills:

Good English communication skill in written and oral

Good project management skills, PMP certification will be a plus

SAP or major ERP IT tools experience is preferred

Other Requirements:

Business travel is needed, should be flexible to travel occasionally

What you can expect

At tesa, we create adhesive solutions that improve the work, products and lives of our customers.

How we do it? At tesa, we dare to create Therefore, we team up, we challenge ourselves and we set the pace. But we don't just do that somehow. We act responsibly and always focus on our customers. Because only then we are able to achieve our goals and continuously improve our results.

We are an Equal Opportunity Employer and regard diversity as important for our long-term success. We expressly reject all forms of direct and indirect discrimination. All qualified applicants will be equally considered for employment regardless of their national origin, background, personal preferences and believes.

By applying you consent for the use of your resume for future opportunities within tesa.

If you want to find out more about tesa please visit us on our corporate web-page and social media.

Attractive remuneration(allowance, supplementary provident fund)

International work experience, cross-departmental career opportunities

Flexible working culture

Training and development program tailored to your needs

Exciting and varied corporate activities