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Job Purpose and Impact

The Customer Support Manager – Southeast Asia (SEA) will play an essential role in the customer service organization and lead a team of talented individuals to execute data processing, data management and data protection related activities across multiple platforms for SEA countries.

The Customer Support Manager will lead a team to embrace a Customer 1st mindset to execute the processing of complex contracts, orders from customers, generating accurate customer invoices and shipment documentation for products coming in and moving out of SEA region.

Key Accountabilities

  • Lead customer support group across SEA regional locations in Cargill on the accuracy and consistency of complex customer and contract, orders, invoices and shipment documentation with differentiated service level agreements which follows our customer segmentation strategy, ensuring effective cross-functional collaboration across the customer experience and customer operation teams, as well as other teams that do not report directly to you – global trade compliance operations, finance and etc.
  • Apply comprehensive technical knowledge to oversee, analyze and interpret reports and metrics and work closely with the cross-functional team to conduct root cause analysis and provide clarification to find resolutions and influence the team in accepting new ideas, approaches and concepts.
  • Lead the preparation and reporting of internal and external joint customer scorecards, developing sustainable controls to maintain data hygiene, implementing high levels of confidentiality and data security standards.
  • Partner closely with customer experience insights and analytics team to provide direction on the resolution to turn customer issues of the highest complexity, feedback and pain points into meaningful solutions and outcomes.
  • Investigate opportunities to drive change and continuous improvement throughout the customer support organization by eliminating waste, streamlining and standardizing processes.
  • Develop the team on the measurement of customer experience, process performance and order management tools and technologies.
  • Lead and develop a high performing team, coach and make decisions related to talent management, succession planning and engagement, hiring, performance management, and disciplinary actions, fostering an organization that encourages learning, job scope evolving and a career progressing for our promising and talented customer support team members.
  • Other duties as assigned.

Qualifications

Minimum Qualifications

  • Bachelor’s degree in a related field or equivalent experience
  • Minimum of four years of Customer Service OR Data Processing leadership experience
  • Other minimum qualifications may apply.

PREFERRED QUALIFICATIONS

  • Two years of leadership experience in operations management roles, in a fast-paced environment
  • Knowledge of international trade regulations, export compliance and export documentation will be and added advantage.
  • Self-disciplined, diligent, proactive and detail oriented impacting time management and organizational skills.
  • Ability to coach teams to maintain high levels of confidentiality and data security standards, working under pressure to adhere to service level agreements.
  • Conducting performance management, talent development, succession planning and engagement.
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Confirmed 16 hours ago. Posted 30+ days ago.

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