Hong Kong Customer Service Supervisor

[Internal Opportunity] Hong Kong Customer Service Supervisor

Are you looking to grow or to develop new skills within Hager Group? An opportunity has just come up within the CS department. What if this was your chance to explore a new field, grow your skills, and thrive in a new role? Dare to apply and join your new team.

Key responsibilities
Customer service: Responsible for daily customer inquiries, order tracking, and after-sales issue resolution to maintain high client satisfaction;

• Execute the full procurement cycle (supplier sourcing, order placement, shipment follow-up, inspection and warehousing)

• Serve as the communication hub between internal teams (sales, warehousing, logistics) and external suppliers to ensure information alignment and closed-loop delivery

• Regularly compile data and customer feedback to provide decision-making support for management on supply chain optimization

• Manage customer order, follow up and push delivery schedule and ensure on time delivery

• Responsible on time delivery (customer received goods on time)

• Order management: Sales order & Turnover delivery on time

• Shipping arrangement with warehouse, forwarders, prepare and confirm logistics documents

• Understand well all kinds of business process, able to optimize or build up a process

• SAP system operation and daily problem solving. Able to work out or adapt new system flow independently

• Drive, communicate and coordinate with related departments to solve problem& satisfy customer needs (all kinds of inquiry, complaint....)

What we're looking for

• Minimum 10 years of experience in customer service management or supervisory roles or customer service environment

• Experience in the electrical, logistics or technical sectors is preferred

• Proven track record of successfully leading, motivating and developing customer service teams to achieve performance targets

• Strong knowledge of customer service best practices, quality assurance processes and performance management methodologies

• Be familiar with Microsoft office tool: especially Excel, SAP experience is preferred

• Excellent communication and interpersonal skills with the ability to build effective relationships at all levels

• Demonstrable problem-solving abilities with experience in handling complex customer issues and complaints

• Experience in performance analysis, reporting and using data to drive operational improvements

• Fluency in both English and Cantonese; Mandarin is advantageous

• Strong organizational skills and the ability to manage multiple priorities in a dynamic environment

What we offer?

• Personalized onboarding experience program designed to make your first days smooth
• Opportunities to learn and grow through Hager Group's awarded Hi University. 
• Internal career opportunities, over 25% of our recruitments are through internal mobility

What are the recruitment stages? 

• Once your CV has been selected, you will be contacted by a recruiter for an initial phone exchange.
• You will be invited for a first interview with the hiring manager & the recruiter 
• A second Interview will be then organized with the N+2 & the HR manager

Our success relies on collective energy. Apply now and power up your future with us!