Manager - Customer Service

at  Jotun Group

WHAT WE ARE LOOKING FOR AND WHAT WE OFFER

Qualifications:

• Diploma or Bachelor’s Degree with minimum 6 years’ of relevant experience in Customer Service is required.
• Experience in leading a team.
• Must be proficient in verbal and written English.
• Strong communication and influencing skills.

Personal Qualities:

• Acts on own initiative, makes things happen and accepts responsibility for the results.
• Provides team with a clear sense of direction, inspires and coordinates others and keeps them focused on objectives.
• Uses a methodical and systematic approach; plans ahead, defines clear priorities and allocates resources effectively.
• Quickly understands and analyzes complex issues and problems; comes up with sound and rational judgments.
• Communicates in a clear, precise and structured way; speaks with authority and conviction; presents effectively.

What we offer:

• We are a fast-growing paint and coatings company with proven financial success.
• Career development encompassing on-the-job experiences and Jotun Academy, our in-house development academy.
• Best-in-class paint products that are unparalleled in quality.
• We are a values-driven organization where Respect, Loyalty, Care and Boldness are core to the culture and success of our organization.

WHO WE ARE

Seeing a prominent market in South East Asia (SEAP), Jotun opened its first factory in Thailand in 1968. Rapid economic development in the region led to new companies and factories in countries such as Singapore, Malaysia, Indonesia, Vietnam, Philippines, Myanmar, Cambodia and Australia. Jotun SEAP has been awarded a Korn Ferry Engaged Performance Award for year 2019, in recognition of achieving a best-in-class level of “Enablement”. We are proud to have an incredibly diversified region with more than 2,000 employees that come from different nationality and background, working together in delivering profitable growth. Throughout our history, we have focused in providing our employees with meaningful and challenging work, rewarding them through continued learning and development, underpinned by our values of Loyalty, Care, Respect and Boldness.
Jotun Malaysia and Singapore were established in 1983 and 1971, respectively. With the consolidation of Jotun Malaysia & Singapore in 2016, the organisation has consistently delivered strong growth and profitability to become today one of the main contributors to our business in the South East Asia and Pacific region. The company operates three factories in Shah Alam and Nilai and has a wide network of offices and warehouses across Malaysia and Singapore, providing efficient and timely response to our customers. Our aim is to develop employees through a culture of continuous feedback, learning and growth.
Visit our
Career Page
to know more about life at Jotun.
Jotun’s company culture welcomes and values differences in people. Our more than 10,200 employees on all continents represent 90 nationalities, four generations and diversity of professions, gender, abilities, ethnicities, beliefs, cultures etc. We are committed to represent the societies we operate in, promoting equality, equity and zero-tolerance for discrimination.
If you are applying to a position and require any additional support in the interview process, please let us know how we can accommodate this.
If you think that this role is what you could be doing next, apply now

Lead and manage the Customer Service function to ensure orders and invoices are dealt with in a timely, accurate, and efficient manner, liaise with and supported internal and external stakeholders, enabling the company to meet its targets on customer satisfaction, service, and quality.
This position will be based at Tuas, Singapore and reporting to Supply Chain Manager.

Responsibilities:

• Lead the Customer Service department in line with Leadership Expectations and tools to develop, coach, and guide its members to ensure a workforce that is competent, engaged, and enabled to meet Jotun’s current and future needs.
• Manage customer service function activities to ensure high performance to reach or exceed customer expectations by setting standard procedures and the professional approach of CSD members.
• Oversee all aspects of the customer service function to troubleshoot processes and procedures and improve customer service quality. Coordinate with team members to ensure the standard of order processing is maintained.
• Set and monitor customer service targets/KPIs and monitor the team’s performance to ensure that these targets are achieved.
• Provide training on handling sensitive customer service issues, and resolve such issues when necessary.
• Maintains confidentiality regarding personnel information and customer financial data by keeping sensitive documents private and secure and in line with local and group GDPR regulations and procedure
• Design and continuously review the structure for customer service workload to ensure efficiency, meet changing needs and maintain a high level of performance by training, coaching, and monitoring staff to ensure good customer relations, responsiveness, and high levels of customer satisfaction.
• Analyse customer complaints and resolve problems to ensure that all learning points are shared with relevant stakeholders in the organization and corrective action taken to avoid repetition in the future.
• Liaise with sales teams, supply chain, and other relevant stakeholder to ensure that customer expectations are met and that any issues are resolved in a timely and efficient manner through effective teamwork and good communication.
• Drive improvement projects like Transportation Management System, Weborder & digitalization project.