DAIKIN ASIA SERVICING PTE LTD was incorporated in Singapore since 1997 and is a wholly-owned subsidiary of our holding company Daikin Industries Ltd, under After Sales Service Division. Its main activity is to distribute spare parts of air-conditioning and reefer container in Asia Oceania region and Daikin Spare Parts Centers.
CUSTOMER SERVICE
Manage Customer Service Division [Order Management team and Delivery Management team]
Ensure smooth operations:
- Order Processing
- Handle customer inquiries / complaints / escalations
- Tracking delivery status
- Follow up on back orders
- Customers discrepancies claims and approvals of credit memo in system
- Manage outbound volume with warehouse and logistics.
- CS enhancement projects
- Hold regular face-to-face or web meetings with customers and internal and other dept
- Security Export Control on customer/end-user screening
SALES SUPPORT
- Prepare monthly expected sales forecast and yearly sales projections
- Analyse and prepare supporting reasons for the variance of monthly sales actuals vs forecasts
- Prepare presentation slides for presentations during seminars and meetings
GENERAL
- Set dept goals, action plans and individual staff's KPI
- Staff Appraisals
- Hiring of new staff (preparing Job Description and raise requests to HR)
- Attending to new staff hiring interviews together with HR and General Manager
- New staff training and orientation
- Monthly KPI reporting for the management meetings
- Approvals of staff leaves through system
- Short Business Trips
REQUIREMENTS
- Minimum Diploma in any field
- At least 3 years in a supervisory or people-management role.
- Strong customer centric personality with excellent analytical and problem-solving skills.
- Excellent conflict resolution skills and ability to handle difficult customers and issues.
- Excellent stakeholder management and escalation handling skills.
- Possess Excel skills and knowledge such as, V-lookup, Pivot tables, and simple formulae.
- Experience in SAP will have an added advantage.
- Able to start work within short notice is an advantage but not a must.
