Satair - Head of Customer Resolution Services Asia Pacific (Satair Channel)

Job Objectives

• Manage, coach, motivate and develop the team and ensure that the goals for both the team and the members are achieved.
• Ensure the team supports and services customers in accordance with company standards and goals.
• Provide optimal customer satisfaction as defined in Satair Group’s mission.
• Continuously drive towards greater efficiency for activities related to this position.

Job Responsibilities

• Manage the department’s staffing needs in connection with staff holidays, flex time and working hours.
• Expand the perception of total service and pro-activeness.
• Keep own employees informed about Satair business.
• Hold departmental meetings with documented notes.
• Prioritize both own tasks and the tasks of the department.
• Implement collaborative efforts between Supply Chain, Sales team & other relevant departments where necessary.
• Optimize Satair Group business procedures through Satair Group’s IT systems.
• Ensure functional effectiveness in order to meet defined KPIs, which may be revised from time to time.
• Set clear objectives, targets and success criteria for own area in accordance with management and ensure compliance, this includes annual reviews and qualification assessment, skills development; on-board and train newcomers.
• Ensure timely entry of orders and RFQ’s received through any channel (portals, mail, fax etc.).
• Ensure timely administration of all aspects of the order and RFQ process, including customer returns.
• Ensure timely follow-up on proposals (quotation) submitted to the customers.
• Ability to classify queries into the right category.
• Provide response and/or coordination to customers’ commercial and technical queries within the scope of Satair Group’s capability.
• Receive, enter and investigate order management related customer complaints. Identify primary department (e.g. COH, WH, SC) responsible for investigation and closure of the complaint towards the customer and in the complaints handling system.
• Forward query on to the appropriate department once classified.
• Forward questions on commercial queries to appropriate departments for resolution once it exceeds our capability to reply.
• Provide necessary order information to properly investigate and close the complaint towards the customer without delay.

Job Requirements

• 5 years or more supervisory experience preferably in Customer Service, Supply Chain, Logistics functions within a similar sized organization.
• Familiar with work-related routines with SAP (Satair Group ERP system) and Spec2000 Shipping knowledge, (including transportation of dangerous goods and INCO terms).
• Strong stakeholder management.
• Ability to work in an international context.
• Ability to execute and drive change.
• This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.