Service Center Manager

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Date: Sep 22, 2022

Location: Makati, NCR (Metro Manila), PH, 1201

Company: CEMEX

JOB SUMMARY

Responsible in overseeing all service functions of the Service Center from order management processing to inquiries and complaints. Tasked to establish processes, guidelines and procedures with the objective of providing consistent customer service. Liaise with other departments (Commercial, Supply Chain, Pricing, Finance, etc) to improve internal processes based on market and business conditions.

Order Management                                                                            

Manage and Oversee Order Processing. Ensure that orders are processed in accordance to policies, capacities, and system procedures to assure order fulfillment   

Complaints Management                                                                              

Ensure that agents completely log and follow up the closure of complaints - based on the defined Service Level Agreement to exact extraordinary diligence in addressing customer concerns. Define Service Level Agreements with different departments (Logistics, Operations, Commercial, Technical, Procurement)   

Customer Inquiries                                                              

Ensure all inquiries, requests and tasks are properly coordinated and executed within defined service levels to to be able to deliver proper, complete, and accurate responses to customer inquiries, follow-ups, and requests for technical assistance.

QUALIFICATIONS

  • Bachelor's degree preferably in Industrial Engineering
  • 5-8 years experience in Customer service preferably in Manufacturing or Logistics
  • Excellent communication and negotiation skills