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Date: Apr 27, 2025
Location: Ansan, KR
#job-location.job-location-inline { display: inline; }Company: AkzoNobel
About AkzoNobel
Since 1792, we’ve been supplying the innovative paints and coatings that help to color people’s lives and protect what matters most. Our world class portfolio of brands – including Dulux, International, Sikkens and Interpon – is trusted by customers around the globe. We’re active in more than 150 countries and use our expertise to sustain and enhance the fabric of everyday life. Because we believe every surface is an opportunity. It’s what you’d expect from a pioneering and long-established paints company that’s dedicated to providing sustainable solutions and preserving the best of what we have today – while creating an even better tomorrow. Let’s paint the future together.
For more information please visit www.akzonobel.com
© 2024 Akzo Nobel N.V. All rights reserved.
Job Purpose• Carryout all work according to AkzoNobel HSE.S policy to prevent any incidents to you or other personnel in your team.
• Own and lead Customer Service function and Delivery for Powder South Korea and Japan
1)Understand and measure current performance, support commercial target achievement and customer relationship development.
2)Lead and deliver global Service Level Agreement in proper way and meet customer requirements by different segment.
3)Create clear cross business customer service pipeline to leverage resource allocation for South Korea and Japan.
4)Develop one customer service culture.
• Ensure Operational Efficiency across Order，Sample & Billing Teams
1)Ensure performance KPI achievement and set related control point in process to measure accuracy and efficiency in operation.
2)Continuously improvement and optimization during Order to Cash process, including but not limited to order registration, sample support, invoice/billing process, service related complaint management.
3)Coordinate customer inquiries and special requirements with other divisions, including 1 OEM (toller) and 1 warehouse in South Korea.
4)Manage business risk and escalate to management as appropriate.
• Customer Relationship Management
1)Tailoring different level policies to allocate limited resource and service Top, Middle customers.
2)Improve the interaction with customers: conduct customer care call, collect customer feedback and suggestions, making customer visits.
3)Conduct a total service solution appraisal to follow global CNBS principle and drive customer service quality improvement result.
• Drive Process Improvement & Complete customer service approach
1)Drive “one customer service” approach, leading to consistent customer experience across total process and touch points.
2)Developing customer service standards and procedures for Customer Operation function
3)Design and assess key process to ensure high performance achievement and necessary change successfully.
4)Internal process control on quality
• People development
1)Responsible for developing team culture and capability.
2)Bring up customer service experts and set up customer service talent pool.
3)Facilitate coaching to members toward customer focus, decision-making and sales oriented.
4)Conduct Customer Service internal job rotation scheme to make sure site level BCP always be available.
5)Provide timely performance feedback and appraisals.
• Customers’ orders, inquiries, sample support, billing/invoice, contract/agreement management, open account, good return, quotation application
• To be sure department operation in normal status and meet company and department’s KPI and objectives (such as CoPQ reduction, order accuracy control, billing accuracy control, account open and maintenance in different system.)
• Drive process improvements that will promote customer service and reduce costs.
• He/she as Customer Service Manager will primarily take charge of customer orders, inquiries, billing.
• He/she will also have a secondary function as Commercial Assistant, responsible for account generation in SAP, contract/agreement management, open order, goods return and quotation application.
• He/she will ensure the appropriate information flows to other concerned individuals and back to customers as necessary and appropriate.
• He/she will work as Knowledge Champion, and also a trainer for customer service practice and quality improvement principle advocating to other staff.
Key Metrics will include:
>=99.1% of order accuracy
>=99.1% of sample related accuracy rate
>=99.8% of billing related accuracy rate
<0.05% of cost of poor quality
•Bachelor degree holder and higher
•5 years plus working experience in customer service with over 3 years team management experience in multinational company. (experience of managing people in different area is preferred)
•Strong knowledge and expertise in Customer Service Management
•Manufacturing background, Process & Quality management experience will be preferred.
•Professionalism, diplomacy, confidence, and patience while dealing with crisis and complicated case.
•Proven excellent communication, negotiation and interaction skill.
•Excellent leadership skill and motivational skill.
•Good capability of English both in speaking and writing.
•Take on work pressure.
At AkzoNobel we are highly committed to ensuring an inclusive and respectful workplace where all employees can be their best self. We strive to embrace diversity in a context of tolerance. Our talent acquisition process plays an integral part in this journey, as setting the foundations for a diverse environment. For this reason we train and educate on the implications of our Unconscious Bias in order for our TA and hiring managers to be mindful of them and take corrective actions when applicable. In our organization, all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.
Requisition ID: 46388
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