職位描述
英語外貿(mào)業(yè)務(wù)化學(xué)原料/化學(xué)制品
Position Summary:
We are seeking a highly motivated and experienced Customer Service
Manager to lead a dynamic customer support team while managing
relationships with key accounts. This dual-role position requires a strategic
thinker with excellent leadership skills, a customer-centric mindset, strong
sense of business ownership and the ability to build and maintain strong client
relationships. The ideal candidate will ensure that service levels are met or
exceeded and that our key clients receive exceptional service that drives
loyalty and retention.
Key Responsibilities:
Team Leadership:
We are seeking a highly motivated and experienced Customer Service
Manager to lead a dynamic customer support team while managing
relationships with key accounts. This dual-role position requires a strategic
thinker with excellent leadership skills, a customer-centric mindset, strong
sense of business ownership and the ability to build and maintain strong client
relationships. The ideal candidate will ensure that service levels are met or
exceeded and that our key clients receive exceptional service that drives
loyalty and retention.
Key Responsibilities:
Team Leadership:
- Lead, coach, and develop a high-performing customer service team.
- Monitor team performance and KPIs, and implement improvements to processes and service delivery.
- Conduct regular performance reviews, training sessions, and team meetings.
- Foster a positive and collaborative team culture focused on customer satisfaction and continuous improvement.
- Serve as the main point of contact for key accounts, ensuring prompt resolution of issues and proactive communication.
- Develop a deep understanding of client needs, goals, and expectations to deliver tailored service and solutions.
- Collaborate with Commercial VP, Sales Director, Regional Sales Managers, Operations, product teams, internal and external customers to support account growth and retention.
- Track and analyse account health, service usage, and satisfaction metrics to anticipate needs and identify opportunities.
- Design and implement customer service policies, procedures, and standards that support company goals.
- Oversee CRM and support systems such as Salesforce, PowerBI and Pricing Tool to ensure accurate reporting and tracking of customer interactions.
- Lead service improvement initiatives and implement best practices across the customer service function.
- Ability to confidently communicate and present effectively to management team.
- Bachelor’s degree in Business Administration, Communications, or related field.
- 6-8 years of experience in customer service, with at least 2 years in a leadership role.
- Experience managing key accounts in a B2B or B2C environment.
- Strong interpersonal, communication, and conflict resolution skills.
- Proven ability to lead teams, manage performance, and deliver exceptional customer experiences.
- Proficiency with CRM systems (e.g. Salesforce) and Microsoft Office Suite
- Proficiency in both spoken and written in English and Mandarin is a must
- Experience in Flavour & Fragrance or Food Ingredients will be an added advantage
- Project management experience or certification.
- Experience in fast paced multinational corporate environment
- Ability to work independently and travel within China regularly
工作地點
南平浦城縣納達瑞香料香精(浦城)有限公司
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職位發(fā)布者
古益芳/人事經(jīng)理
三日內(nèi)活躍立即溝通
納達瑞香料香精(浦城)有限公司納達瑞香料香精（浦城）有限公司（原永芳香料）成立于2003年，是納稅優(yōu)質(zhì)成長企業(yè)，現(xiàn)有員工150余人，主要經(jīng)營香料、香精、食品添加劑的生產(chǎn)銷售。2022年成為國際香精香料公司（IFF）的全資子公司，2023年8月1日正式成為Exponent旗下的全新品牌-Flavour Speciality Ingredients(FSI)。2024年6月3日起由浦城縣永芳香料科技有限公司正式更名為納達瑞香料香精（浦城）有限公司，企業(yè)擁有市場、技術(shù)、融資三大國際平臺，步入快速發(fā)展的軌道。公司為每一位有夢想的青年提供追夢和圓夢的平臺！Exponent是一家專注于食品和配料行業(yè)的領(lǐng)先私募基金公司。此次收購建立在該公司投資市場領(lǐng)先的食品和飲料業(yè)務(wù)的良好記錄之上，Exponent將助力FSI，通過內(nèi)部增長和外部并購實現(xiàn)大幅增長的雄心。2023年11月，F(xiàn)SI品牌正式更名為Natara，宣布致力于成為全球天然和芳香化學(xué)品制造行業(yè)的引領(lǐng)者及香精香料行業(yè)的首選合作伙伴。作為Natara集團的重要成員，公司將秉承新企業(yè)價值觀，竭誠為全球客戶提供優(yōu)質(zhì)的產(chǎn)品和服務(wù)。同時，我們不僅注重環(huán)保投入，秉持綠色發(fā)展的經(jīng)營方式，致力于建設(shè)花園式工廠。還追求社會價值最大化，努力為員工提供最佳的福利待遇。
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