Total 10 customer experience manager job vacancies in Kecamatan Cikarang Utara

• Receiving order from customer
• Process the order from customer though manual/VIPS/SIPS/TRIM/D2Comm
• Confirm delivery schedule to customer
• Monitoring order status on production
• Arrange delivery/shipment
• Update delivery/shipment status to customer
• Process any complain from customer relating the order process

Employee Development & Management

• Train and provide development opportunities for staff.  Ensure annual goals are complete and communicated.  Ensure Global Performance Management System is up to date and regular feedback is provided to staff members.
• Monitor and evaluate team members, and adjust training where needed.
• Attract, retain and develop high potential talent.
• Model and promote the Corporation’s Code of Business Ethics and Values.
• Perform general management duties, exercising usual authority concerning staff, performance appraisals, promotions and terminations.  Responsible for training and development of subordinate staff, estimating personnel needs, assigning work, meeting completion dates, interpreting and ensuring consistent application of organizational policies.  Maintain all timekeeping, overtime and vacation records and schedules.
• Act as a team role model and change-agent.  Positively lead and influence team members to partner together to achieve individual and business goals.
• Coordinate team efforts, create and manage a regional strategy and team operating plan.

Operations

• Directly supervises employees in a Site.  Monitors work, alters schedules to meet unforeseen conditions, controls load factors and flow of work to ensure maximum use of available capacity and effective use of labor, tools and equipment. 
• Design and implement operations improvement strategies for safety, cost, quality, training, inventory, and services.
• Analyze and draw information for daily operational needs and improvement for the team.  Provide prompt problem solving for key issues.
• Responsible for key operational measures within the business unit (service, quality, productivity, cost, safety).
• Supervises the daily work schedules of warehouse employees involved in performing a combination of: shipping, receiving, loading and unloading trucks, stacking, picking, packing and palletizing finished products.
• Determines space requirements for storage and schedules delivery and distribution of products, parts, and accessories to achieve distribution objectives and meet customer requirements. Prepares and analyzes inventory reports to identify slow-moving and/or surplus stock. 
• Cultivates and reinforces appropriate group values, norms, and behaviors. Identifies and analyzes problems, plans, tasks, and solutions. 
• Represents the team, presenting team suggestions and recommendations on processes and procedures in accordance with organization cost, quality, and productivity goals. 
• Maintain quality control processes to ensure products/services meet quality standards; lead implementation of process improvements.  Drive improvement strategies in all key metric areas; manage production flow, staffing schedule and resources to budget and plan.
• Ensure best practices and standard operating procedures are being followed by conducting frequent business audits.
• Lead 5S activities, housekeeping, and recycling programs.  Lead the efforts to create a safety conscious environment; be actively involved in safety initiatives.  Lead monthly safety meetings and daily safety huddles.
• Collaborate with other functional areas to resolve problems and develop improved manufacturing processes.  Make efforts to reduce manufacturing waste and process complexity.
• As a lead of quality assurance, he or she will be accountable to deliver the site’s business goal by meeting quality and operational metrics (KPI’s) like CCR (Customer Complaint Rate) ,COPQ (Cost of Poor Quality), Scrap%,DPM (Defect per Millions),TTC (Time to Close).
• Design and prepare End to End Quality Plan (E2E QP) based on different Retail Brands requirements by doing product and process risk assessment with product development,production,supply chain team and ensure a flawless execution.
• For any customer complaint or internal non-conformance, lead the RCA (Root Cause Analysis) and CAP (Corrective Action Plans) by following different scientific QC tools (Why Analysis, A3 and PDCA, Fish-bone /Cause Effect ) based on the severity of the case and ensure the process are calibrated based on the findings.
• Management Representative for all Technical, Quality (Supplier Qualification Program) and Compliance Audit and key accountable to ensure all required processes are in place.
• Responsible for Internal Lab and Third Party Lab activities,RSL and Chemical Compliance, Lab accreditation.
• SOP and OPL (One Point Lesson) preparation , upgradation and implementation by arranging necessary training programs.
• Carry out internal audits for the Integrated Management System and facilitate the Management Review Meeting for the same.
• Preparing a weekly/monthly QA department report for management review
• Management Representative of the Company for the Integrated Management System and other Technical Certification and Audits including TQP, Mellow Colour (For Instrument part), GRS Audit and Brand Protection.

ABOUT YOUR ROLE:

You will be responsible  for order processing, order follow up, product inquiries, on-time deliveries to help elevate customer satisfaction. This is a CONTRACTUAL role for 6 months.

YOUR RESPONSIBILITIES WILL INCLUDE:

• Responsible for order processing to ensure all purchase orders are being executed promptly, customer-required delivery date/times are being met at all times.
• Sales order credit hold check, cash in advance - payment check.
• Daily email backlogs updates to customers.
• Bi-weekly indent orders updates to customers.
• Be able to provide product and quality information and excellent response to customers.
• Coordinate clearing aging inventory and slow-move inventory.
• CS support administrative tasks when needed, CS back up

Production Management

• Responsible for Production results.  Drive execution of site improvement plans, help set production improvement goals, ensure priorities and accountabilities are clear, provide resources and remove obstacles to ensure success.
• Analyze and draw information for long-term strategic change and improvement for multiple teams/shifts.
• Lead significant projects & improvement initiatives, scheduling and planning, budgeting and control on assigned production lines.  
• Design and implement production improvement strategies for safety, cost, quality, training, inventory and services.
• Oversee the practice of all health and safety procedures, ensuring that safety is employees’ top priority and lead a safe operation of the business unit and comply with legal, legislative and corporate safety requirements.
• Ensure that manufacturing team members meet site goals and objectives in the establishment of sites’ annual production plans
• Plans, directs and coordinates the ordering and distribution of products, parts, and accessories. Ensures adequate and timely distribution of these elements to attain maximum sales potential consistent with good inventory control.
• Ensure tracking and use of key performance indicators to promote improved operational and business results.

Employee Development & Management

• Train and provide development opportunities for staff and ensure annual goals are complete and communicated (Global Performance Management System is updated & provides regular feedback). Act as a team role model and change-agent.
• Model and promote the Corporation’s Code of Business Ethics and Values.
• Perform general management duties, exercising usual authority concerning staff, performance appraisals, promotions and terminations. Responsible for estimating personnel needs, assigning work, meeting completion, interpreting and ensuring consistent application of company policies.
• Positively lead and influence team members to partner together to achieve individual and business goals.

Maintenance Focus

• Ensures maximum efficient production of facilities and equipment, as well as the care of all grounds and support equipment, through the direction of a technical support staff made up of supervisors, technicians, custodians, and the purchase of necessary outside technical and non-technical support services. 
• Plans, coordinates, and supervises machine and/or building maintenance schedules and activities.
• Coordinates all ordering of parts and services that will maintain or improve the machine/facility cost effectively.

• Receiving order from customer
• Process the order from customer though manual/VIPS/SIPS/TRIM/D2Comm
• Confirm delivery schedule to customer
• Monitoring order status on production
• Arrange delivery/shipment
• Update delivery/shipment status to customer
• Process any complain from customer relating the order process

1. Customer Support

• Respond to customer inquiries promptly and professionally via phone, email, chat, or in-person.
• Provide accurate information about products, services, and policies.
• Assist customers with placing orders, processing returns, and handling any issues related to their accounts and orders.
• Resolve customer complaints and concerns in a timely and satisfactory manner.
• Investigate and troubleshoot issues, escalating complex problems to higher-level support as needed.

1. Strategy Development

• Identify opportunities for improvement in customer service processes and systems.
• Develop and implement strategies to enhance the customer experience and streamline service operations.
• Analyze customer feedback and service metrics to inform project initiatives and decision-making.
• Ensure all interactions align with company standards and contribute to a positive customer experience.
• Ensure customer service standard operating procedures are updated and maintained

      3. Project Management

• Lead and manage customer service projects from inception to completion, including planning, execution, monitoring, and reporting.
• Develop detailed project plans, including timelines, resource allocation, and risk management strategies.
• Coordinate with cross-functional teams to ensure project objectives are met on time

     4. Collaboration:

• Share knowledge and best practices with colleagues to enhance team performance and service quality.
• Foster a collaborative environment and encourage team members to contribute ideas and solutions.

• Manage , Drive and Control Planning activities - Demand Planning & PPC 
• Drive for effective logistics cost through any related logistic activity.
• Do improvement for all Planning & Logistics processes.
• Lead & support New product introduction projects which related to Supply Chain
• Lead & support project management, materials management, and logistics management.
• Maintain high service performance for product delivery.
• Responsible for setting the correct parameters for stock levels, related processes and control mechanisms for materials.
• Responsible for global freight forwarding and to provide optimum service at lowest cost.
• Review effectiveness of operating procedures, .
• Ensure compliance with government regulations.   
• Develops and accountable for department/sub function plans and performance and resources management..
• Identifies applications of functional knowledge and existing methodologies to resolve problems to meet long-range goals and objectives.
• Proactively communicate supply chain issues and provide alternatives.
• Partner with commercials to achieve sales goals.
• Train and provide development opportunities for staff.  Monitor and evaluate team members, and adjust training where needed.
• Attract, retain and develop high potential talent.
• Act as a team role model and change-agent.
• Positively lead and influence team members to partner together to achieve individual and business goals.
• Coordinate team efforts, create and manage a regional strategy and team operating plan.
• Local procurement management through sourcing, negotiation, and purchase
• Control inventory turn over & over aging materials.
• Strategic planning for RM & FG inbound & outbound.

ABOUT YOUR ROLE:

To drive Retail Brand Owner sales strategy to grow the business profitably while coordinating the local offices, buying agents, commercial teams and local factories in driving the sales strategy.

KEY RESPONSIBILITIES:

1. Develop account strategies & initiatives with sales manager to achieve sales target/increase;

2. Collaborate with Sales Manager, Global Account Sales Leader, Regional Office on account strategy identification, planning and execution;

3. Coach and support new sales executive;

4. Manage monthly business review  with regional office, factory sales team to ensure global strategies and initiatives are aligned and  executed;

5. Manage and drive the “attack plan” regionally, support sales executive to achieve the regional sales target;

6. Drive the sales initiatives and collaborate with factory sales team;

7. Proactively identify potential customers and prospect opportunities  at local office and buying agent;

8. Manage buying office, ensure service and solutions  provided meet customer  needs ;

9. Manage  relationship with agents, buying offices and factories

10. Collect and analyze market and competitive landscape, drive proactive action with operation team and CS team according to customer forecas

• Responsible for all aspects of the development and implementation of assigned projects.

• Work with management teams to translate strategic objectives into executable projects, and to develop plans for achieving stated objectives.  Provide executives with project risk assessments and summary level project status reports.

• Develop budget for project(s) and keep within budget.

• Develops detailed work plans, schedules, project estimates, resource plans, raise AFE & status reports. 

• Leading the rapid & flawless execution of high-profile cross-functional projects.  

• Create detailed project plans that explicitly align the efforts of multiple functional specialties (e.g. Sales, Marketing, R&D, Supply Chain, Finance, IT, other).

• Leverage Design for Lean Sigma methods & tools to: accelerate project timelines, encourage cross-functional collaboration, and build quality into projects from the outset.

• Ensure teams meet or exceed anticipated project benefits on-time, within budget, and with the desired level of quality.

• Work effectively with internal and external clients, third party vendors, and senior management in accomplishing project objectives.

• Partner with site leaders to train and deploy Enterprise Lean Sigma practices.

• Own ELS assessment and improvement initiatives.

• Support the select core implementation team members and introduce them to: value stream management process, 5S, visual controls, VSM, Kanban, Daily MDI, etc.

• Develop ELS training plans, site’s trainers and track progress.

• Monitor the team’s progress in applying the Enterprise Lean Sigma techniques

• Review current and future state value stream maps and kaizen proposals.

• Apply Enterprise Lean Sigma assessment throughout the site and participate on ELS site assessments.

• Lead site’s layout and flow process improvement efforts.

• Receiving order from customer
• Process the order from customer though manual/VIPS/SIPS/TRIM/D2Comm
• Confirm delivery schedule to customer
• Monitoring order status on production
• Arrange delivery or shipment 
• Update shipment/delivery status to customer
• Process any complaint from customer relating the order processing