招聘Customer Service Team Leader 客服组长（工作地点：上海外高桥）
2022-11-17 14:10
公司名称：优尼派特(苏州)物流有限公司
The Customer Service Team Leader will report directly to the Customer Service Manager and be responsible for managing the dealer helpdesk and all dealer facing communications relating to parts logistics operations for AP market (Singapore, Japan and Korea). The scope of the role is as detailed below. i) Dealer Contact Maintenance Manage the calls and emails from Singapore retailer can be expected on a daily basis regarding a number of issues ranging from parts number enquiries, freight enquiries, back orders, parts arrival information and return claim. The customer service Supervisor is required to be polite and manage these enquires from dealerships through to completion within 2 hours. Where calls/emails cannot be managed by the customer service Supervisor themselves relevant info will need to be taken from the dealer and then other staff within the organisation or NSC or JLR central consulted. ii) Systems Customer Service Supervisor will receive training and need to become fully proficient in the use of the internal SAP system. In addition to this all customer service Supervisor will need to become proficient in the web based parts catalogues and order systems in place at dealerships. It is estimated that + / - 80% of the day will be spent using one or more of the systems. iii) Back Order Management A daily check on back order and follow JLR central’s process to do further chasing is likely to form a large part of the customer service role. Internal systems will need to be interrogated on in a number of occasions the UK will need to be contacted via the expeditor for Jaguar and Neovia critical team for LR. Professional interaction with dealers is key to this role. A weekly backorder status need be summarized and shared to NSC. For any critical case, Customer Service Supervisor shall contact JLR central for escalations. iv) Dealer Return Claim management Working with internal return team to get dealer return claim to be processed in a timely and fairly manner. v) Dealer Satisfaction Working with dealers and the Customer Service Supervisor is another key aspect of this role. Understanding dealer concerns and addressing these in a timely manner will be a core part of the role however working proactively to constantly improve the service level that we offer is also paramount. vi) Japan and Korea market support To coordinate with Unipart Japan/Korea for any issue regarding shipment from China Bonded warehouse, including damage, return claim etc vii) Team KPI and Reporting To manage the team to achieve the contractual KPI. Submit the reporting in a timely manner according to JLR central, NSC and internal request Requirements & Experience University degree or above Over 5 years'''''''' experience in customer service department in a pressured environment is a plus and 1 year experience on supervisor level Good English skill in both reading and writing Good communication skill Good at Microsoft based computer software, especially Excel and PPT and reporting Capable to work under pressure and challenge environment Knowledge on SAP is preferred 工作地点：上海外高桥
The Customer Service Team Leader will report directly to the Customer Service Manager and be responsible for managing the dealer helpdesk and all dealer facing communications relating to parts logistics operations for AP market (Singapore, Japan and Korea). The scope of the role is as detailed below. i) Dealer Contact Maintenance Manage the calls and emails from Singapore retailer can be expected on a daily basis regarding a number of issues ranging from parts number enquiries, freight enquiries, back orders, parts arrival information and return claim. The customer service Supervisor is required to be polite and manage these enquires from dealerships through to completion within 2 hours. Where calls/emails cannot be managed by the customer service Supervisor themselves relevant info will need to be taken from the dealer and then other staff within the organisation or NSC or JLR central consulted. ii) Systems Customer Service Supervisor will receive training and need to become fully proficient in the use of the internal SAP system. In addition to this all customer service Supervisor will need to become proficient in the web based parts catalogues and order systems in place at dealerships. It is estimated that + / - 80% of the day will be spent using one or more of the systems. iii) Back Order Management A daily check on back order and follow JLR central’s process to do further chasing is likely to form a large part of the customer service role. Internal systems will need to be interrogated on in a number of occasions the UK will need to be contacted via the expeditor for Jaguar and Neovia critical team for LR. Professional interaction with dealers is key to this role. A weekly backorder status need be summarized and shared to NSC. For any critical case, Customer Service Supervisor shall contact JLR central for escalations. iv) Dealer Return Claim management Working with internal return team to get dealer return claim to be processed in a timely and fairly manner. v) Dealer Satisfaction Working with dealers and the Customer Service Supervisor is another key aspect of this role. Understanding dealer concerns and addressing these in a timely manner will be a core part of the role however working proactively to constantly improve the service level that we offer is also paramount. vi) Japan and Korea market support To coordinate with Unipart Japan/Korea for any issue regarding shipment from China Bonded warehouse, including damage, return claim etc vii) Team KPI and Reporting To manage the team to achieve the contractual KPI. Submit the reporting in a timely manner according to JLR central, NSC and internal request Requirements & Experience University degree or above Over 5 years'''''''' experience in customer service department in a pressured environment is a plus and 1 year experience on supervisor level Good English skill in both reading and writing Good communication skill Good at Microsoft based computer software, especially Excel and PPT and reporting Capable to work under pressure and challenge environment Knowledge on SAP is preferred 工作地点：上海外高桥
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