Customer Service Operating Mgr at Keysight Technologies - Hong Kong

George Town, Penang, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

01 Sep, 26

Salary

0.0

Posted On

03 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Sales Order Management, Process Management, PDCA, Lean, Six Sigma, Team Leadership, Cross-functional Project Management, Compliance, Customer Experience Improvement, Korean Language Proficiency, Order Fulfillment, Performance Metrics Management

Industry

electrical;Appliances;and Electronics Manufacturing

Description

Overview Keysight is on the forefront of technology innovation, delivering breakthroughs and trusted insights in electronic design, simulation, prototyping, test, manufacturing, and optimization. Our ~15,000 employees create world-class solutions in communications, 5G, automotive, energy, quantum, aerospace, defense, and semiconductor markets for customers in over 100 countries. Learn more about what we do. Our award-winning culture embraces a bold vision of where technology can take us and a passion for tackling challenging problems with industry-first solutions. We believe that when people feel a sense of belonging, they can be more creative, innovative, and thrive at all points in their careers. The Customer Service Manager – Sales OM is to manage the Sales Order Management team located in Penang, Malaysia supporting our business in Korea. Work with partners to improve customer experience and the process quality. Responsibilities Improve customer experience of customers. Work with Front Office, sales team and order fulfillment to improve order booking TAT, CRDD, OBE handling and other customer experience related to sales order management process Work with partners on the KCX score and service recovery process Use PDCA approach to continue to improve processes. Manage and improve the sales order management processes to meet process metrics Manage the sales order management process to meet the CRDD metric Work with sales team to have Prebuilds to achieve revenue target Manage the order to meet quarterly revenue target Collaborate with Front Office to meet pushout and aged order metrics Manage proper escalation to other parties when needed Meet the compliance and audit requirement in the owned processes Work with business partner to close any gap found in audit Proactively review business processes and modify them to meet audit and compliance requirement Lead and develop the CSR team and meet HR objectives Complete various HR function in timely manner (Ranking, Annual Reward Planning, promotion, IDP, various training/development) Motivate and retain talented employee Timely hiring and on-boarding of new employee Work with business partners to meet various metrics Work with Front office on pushout / aged orders Work with OF on revenue and CRDD Work with sales team on timely order booking to meet order linearity and quota performance Qualifications Customer Focus Quality focus. Knowledgeable in process management such as PDCA, Lean, Six Sigma is highly preferred Ability to lead and influence employee/business partners of all levels Good understanding of sales activities and its lifecycle Effective communication orally and in writing on business, strategy and processes to employee of all levels. Ability to manage cross-functional projects Good understanding of compliance Ability to read/write/speak Korean is highly preferred Experience in management or team lead is highly preferred Careers Privacy Statement ***Keysight is an Equal Opportunity Employer.***

Responsibilities

Manage the Sales Order Management team in Penang to support business operations in Korea and improve overall customer experience. Oversee order booking, revenue targets, and compliance while leading the professional development of the CSR team.