Assistant Manager, Customer Service
Arrow Electronics
Assistant Manager, Customer Service
Principal Accountabilities
Manage the department, overseeing and resolving a variety of receivable discrepancies and customer invoice disputes. Improve company cash flow by performing invoice dispute root cause analysis and facilitates customer product returns, minimizing bad debt write offs. Manage customer service staff, including hiring, performance management, training and employee development. Respond to customer escalations and performance issues of the department. Designing, implementing and improving credit issuance and billing creation processes. Participate in development of key measures and reports for management of service requests. Track and report quality issues using reports from ERP system, customer surveys, etc. including return, invoice disputes, shipping discrepancies, claim issues, freight issues and vendor issues.
Job Complexity
Coordinates and supervises the daily activities of business or technical support or production team Sets priorities for the team to ensure task completion; coordinates work activities with other supervisors Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager Typically does not spend more than 20% of time performing the work supervised Accountable for the results of medium-sized routine support or production operations teams Solves problems based on practice and precedent Trains team members and provides input to employee performance evaluations
Experience / Education
Typically requires a 4 year degree and a minimum of 5 years of related experience; or an advanced degree without experience; or equivalent work experience.
Location
CN-Shenzhen, China (Upper Hills, Huang Gang Rd)
Time Type
Full time
Job Category
Business Support