Head of Customer Resolution Services Asia Pacific (Satair Channel)

About the role

Satair is looking for a Head of Customer Resolution Services for its Asia Pacific channel, based in Singapore. The role manages, coaches and develops the team while ensuring customers are supported according to company standards and goals, and drives greater efficiency in customer resolution activities.

Key responsibilities

• Manage the department's staffing needs, including holidays, flex time and working hours, and hold documented departmental meetings.
• Set clear objectives, targets and success criteria, including annual reviews, qualification assessments, skills development and training of new starters.
• Ensure timely entry and administration of orders and RFQs received through any channel, and timely follow-up on customer quotations.
• Handle customer complaints: receive, enter and investigate them, identify the responsible department (e.g. COH, WH, SC) and forward queries beyond Satair's capability to the right parties.
• Classify queries correctly and respond to commercial and technical customer queries within Satair's scope.
• Drive collaboration with Supply Chain, Sales and other departments, and optimize business procedures through Satair Group's IT systems to meet KPIs.

Required profile

• 5 years or more of supervisory experience, preferably in customer service, supply chain or logistics within a similar-sized organization.
• Strong stakeholder management and ability to work in an international context.
• Ability to execute and drive change, and awareness of compliance risks with a commitment to integrity.

Required skills

• Familiarity with SAP (the Satair Group ERP system) and Spec2000.
• Shipping knowledge, including transport of dangerous goods and INCOTERMS.