Customer Service Manager

Dormer Pramet is a global manufacturer and supplier of tools to the metal cutting industry, with offices in 20 countries worldwide. During our long history we have built a reputation for providing consistently high-quality products and customer-driven services.

The Role

For our new market in Southeast Asia, we are looking for the Customer Service Manager. In this role, you will take full responsibility in terms of delivering world-class customer service to our customers within Southeast Asia region. You will contribute to increased profitability & productivity by streamlining your organization to increase the level of support with true focus on direct customer value. You will be responsible for providing quality and efficient customer service to distributors by responding to phone or e-mail requests. This will involve answering and assessing all customer inquiries, processing sales orders, and responding to all customer issues. Our ideal Customer Service Manager are enthusiastic, proactive, team oriented and dedicated to fulfilling our customers’ needs promptly and courteously. You will be leading a team located in Southeast Asia and report to Sales Area Operations Manager-Asia.

Reports to Sales Area Operations Manager-Asia

Key Performance Areas

• Take full responsibility in terms of delivering world-class customer service to our end customers within the Southeast Asia region.

• Contribute to increased profitability & productivity by streamlining your organization to increase the level of support with true focus on direct customer value.

• Provide quality customer service, including interacting with customers, answering customer inquiries, and effectively handling customer complaints.

• Primary contact for external & internal customers to process, enter, maintain, and provide status of all standard and special orders.

• Quote all established standard or contract pricing and modified tools.

• Provide basic technical support and recommend products for customer applications.

• Consistently communicate with internal sales personnel as well as Sales Area Operations Manager regarding any customer sensitive issues.

• Meet established departmental KPI’s

• Support AR by investigating disputed payments and process credit memos as needed.

• Resolve quote or purchase order discrepancies for all customer orders.

• Process routine returns, quality returns and annual stock returns.

• Monitor one or more Key Accounts; proactive notification of late orders, issuing credits and/or RMA’s, filing customer complaints, track shipments, run open order reports as needed.

• Respond promptly to customer needs; solicit customer feedback to improve service, manage difficult or emotional customer situations.

• Maintain departmental processes in accordance with other affected facilities and departments

• Attend in-house and/or outside training classes to enhance and upgrade skills as required.

• Perform other duties as assigned.

Candidate Profile

The Customer Service Manager is an organized and enthusiastic self-starter who enjoys working for a company that promotes a collaborative team environment. You are a person with a strong & natural customer service mind-set and with a good understanding on how to leverage from your Customer Service team by continuously increasing the level of support to the relevant stakeholders within the business. You have strong change management skills and experience, so that you are agile in your approach and able to adapt to fast changing customer demands. A deep understanding of the Forecast to Deliver process is a must to be able to follow the interactional touchpoints pre-market, in-market and aftermarket supporting the customer journey. You take decisive and firm decisions based upon the best interest when it comes to cost, quality, well-being and value creation. Since the customer is in focus you need excellent communication skills, both verbal and written in English. Deliver on KPIs & targets set to support the strategic direction ahead is a part of your natural drive

You possess an bachelor’s degree or equivalent manufacturing industry experience with >10 years of customer service experience. Product knowledge and industry experience with metal cutting tools is a plus but not required. You are highly proficient in the Microsoft Office suite and experienced with ERP systems with the ability to multitask. Experience with CRM, SAP and call center system is advantage.

You have strong social skills and serve as the motivational source towards your team. You have a natural way of thinking pro-actively to be one step ahead and drive improvements efficiently within your team towards a true pro-active work environment. Since you’re in daily contact with internal & external stakeholders you have a way of connecting, building, and leveraging global networks & building new relationships. With your social skills and an exceptional service mentality you create a world-class customer experience.

Since you will be operating in a functionalized organization, we see that you have a strong collaborative mind-set and a “Strategy to Delivery” approach. Leadership or manager experience is a pre-requisite to be successful in this role.

Job Environment

• Work performed in an office or home environment

• Extended periods of time sitting or standing using a computer

• Frequent mental and visual attention required

• Must adhere to Sandvik Code of Conduct Policy