Customer Service Administration Supervisor

Responsibilities

• Develop Standard Operating Procedures and Policy and comply to YADIN ISO.
• Leverage System and Technology utilization, includes but not limited to:

1. Learn, implement and promote New System from Yanmar HQ / Local System.
2. Act as System Administrator (Luna) to manage system master and user database.
3. Educate System utilization and serve as advisor or project leader.
4. Ensure and optimize System availability and reliability to support operations needs.

• Support After Sales Services activities, includes but not limited to:

1. Serve as advisor for Dealers’ Service Staff concerning to reporting and transactional.
2. Register Technical News (e.g. PIP), affected product and others in the system.
3. Special customer service reinforcement project.

• Perform claim administration process, includes but not limited to:

1. Log, update and monitor product issue, transactions and repair result into the system.
2. Submit and monitor product warranty claims and all supporting data to the Factory.
3. Manage claim reimbursement and settlement documents.

• Perform Customer Relationship Management (CRM), includes but not limited to:

1. Ensure product and customer data health always update and accurate.
2. Follow up customers issue / suspected problem and ensure proper solution is delivered.
3. Customer visit to grasp market situation and customer needs.
4. Serve as counterpart and advisor for Call Center’s inbound and outbound services.
5. Perform customer engagement program, includes but not limited to customer survey, technical information broadcast and customer education program.
6. Perform customer experience project, includes but not limited to customer recovery program and going extra miles.

• Evaluate operations performance by reporting and analysis, includes but not limited to:

1. Customer Service activities monthly performance.
2. Call Center performance evaluation.
3. Survey result evaluation and define follow up action.
4. Dealer / ASN compliance and target achievement.

• Work safety and implement 5S in the Office and CS facilities.

1. Manage customer service general administration paperwork and document archiving.
2. Perform service tools and warranty parts stock check.

Supervisory Responsibilities

• Lead team and coordinate with other parties to ensure system and administration process is worked well and deliver value to operations.
• Encourage subordinates to strive for the quality, standard and integrity.
• Evaluate subordinates performance. Document and discuss target and actual performance achieved in accordance to Performance Management system.

• Strong communication and interpersonal skill both internal or external parties
• Integrity, transparency and professional attitude to reflecting professional company image
• Teamwork and eager to support others
• Proactive, set priority action and strong positive mindset
• System Application and Technology expert
• Customer satisfaction oriented

• IT or Industrial Engineering Bachelor / Diplome degree education
• Minimum 3 years’ experience in supervising business system and administration
• Proficiency in MS Office applications and familiar with after sales service system
• Fluent in English, Japanese is an advantage.