Customer Service Manager

Passionate people create exceptional things

Did you know that the solutions we develop are a key part of most industries? Electronics, medical research, renewable energy, food production, infrastructure and many more.

We´re everywhere! Working with us means working with the latest technologies and groundbreaking, sustainable innovations. With our inclusive and caring environment, you get the support and inspiration you need to grow.

Here, your ideas are embraced, and you never stop learning. Interested in being part of our team?

Join us on our journey for a better tomorrow.

The Specialty Rental Division’s worldview is to enable our customers, our people and our societies to flourish in an increasingly complex world. Our vision is to remain the world's most trusted partner by solving complex industrial challenges with specialized agile solutions. Those are designed and implemented by passionate people who continually strive for new best ways.

Our South-East Asia Operations Team is looking for a Customer Service Manager, reporting to the Marketing & Operations Manager. The individual will play an important role in the operation team, which involves strategic decisions, as well as the development of the team and implementation of operational policies and procedures. You will be exposed to projects in all areas of the organization, with a close interaction with the divisional operations team as well.

The position will be based within SEA except Singapore, travelling will be required.

Mission

The mission is to create ultimate customer experience with sustainable profitability by maximizing operational efficiency and operational excellence roadmap in South-East Asia. Plan, organize, implement, coordinate and follow-up all activities required to run an effective and efficient operational activity towards the focus below

• Customer Experience Excellence
• Safety & Wellbeing
• Vendor Management
• Competence and growth for your team
• Cross
• functional expertise
• Digital tools (360-degree views on service operations)

What we expect from you

Customer Excellence

• Work closely with the Rental Coordinators to ensure Rental Operations and Sales activities are carried out in a professional manor to engage positive customer satisfaction and in line with Rental SEA processes
• Improvement, standardization and going beyond in every step of customer interaction during mob/ demob/ document process.
• Continuously improve the handover process between sales and operations
• Roll out a customer experience platform for ultimate customer experience

Safety & Wellbeing

• Pro-Actively promote and support a high-level Safety Culture.
• In consultation with the Branches maintain and focus on meeting Atlas Copco Rental objectives and KPI’s specific to Safety, Quality and Productivity

Vendor Management

• Assist the branches in maintaining a high standard and cost effective Vendors and Transport Companies Network to enable prompt engagement of their services in a safe and efficient way.
• Forward planning to build alliances and partnerships with other business line.

People Management

• Maintain a highly competent Staff base for Rental Operations through training, development, and motivational management.
• Monitor the performance and evaluate the training needs for all rental coordinators under his / her supervision.
• Assess current and future staffing needs based on organizational goals and budget realities. Using principles, ensures staff are appropriately developed, utilized, appraised, and rewarded; takes corrective action.
• Promote a company culture that encourages diverse team with top performance and high morale.
• Ensure your team can grow to the next steps with right competence mix in the organization to provide our customers an ultimate customer experience

Cross Functional Expertise

• work closely with the Service Manager to ensure a fluid level of safe and reliable equipment is consistently available to meet the needs of our customers.
• Ensure all legal and regulatory documents are filed and monitor compliance with laws and regulations per our ISO
• Assist the branches in Audit preparation and completion
• Improvement projects to increase agility, speed to solution, ops cost and other operational KPI
• Contribute to the achievement of corporate objectives by ensuring that stakeholders are dealt with in a professional and timely manner.

Digital tools (360-degree views on service operations)

• Drive transparency within the operations team
• Continuously improve information at a fingertip
• Roadmap to use data to drive learnings, improvement projects and decisions

Requirement

• At least 4 years’ Experience within the Rental or similar industries where there is a high level of customer coordination required.
• 3 years managerial experience leading a team in Customer service, in the same or related industries
• Analytical mindset and good problem-solving skills.