• Create/update, implement and analyze call center metrics to lead to performance improvements
• Improve processes and efficiencies in the call center
• Make continuous recommendations for improvements on the setup and functionality of phone systems, email communication and order entry systems
• Manage the CSR team and schedule based on projected needs and meeting established labor budgets
• Hire, train, develop and coach CSR’s by conducting performance appraisals, disciplinary actions, and termination
• Determine seasonal hire needs, execute onboarding plan to hire, train, and staff properly for the holiday season
• Receive and process customer telephone orders/changes according to established department policies and procedures
• Resolve outstanding issues with customers and/or restaurant managers
• Providing timely and accurate information on incoming customer order status and product knowledge requests
• Work with staff and customers to handle customer requests/problems as they arise and resolve issues by the guidelines set by Malnati Organization
• Receive and answer telephone inquiries professionally
• Obtain customer feedback information
• Handle irate customers in a professional manner and to customer and company standards
• Develop and maintain good working relationships with Store Managers and outside vendors
• Communicate with Store Managers regarding problems or positive situations that may and do occur with daily activities
• Responsible for accurate and timely payroll input for hourly staff
• Motivate and lead the team to create and maintain a positive environment while setting and adhering to high standards in work ethic and performance
• Monitor and maintain the high quality of service as set by Malnati Organization
• Maintain office equipment, including phones, phone system, headsets, computers, wallboards, etc. needed for daily tasks
• Provide timely feedback to the manager regarding service failures or customer concerns

Skills: Call Metrics, Process Improvement, System Optimization, Team Scheduling, Staff Training, Customer Resolution, Payroll Input, Service Monitoring

• Be the first point of contact for Self-Service clients (B2B) via ticket system (Jira Service Desk)
• Help customers to find their way of using the solution and are their guide if they ever have trouble finding information or need assistance with their setup
• Work closely with Customer Success Managers, Tech Support and Product teams, to share knowledge and ideas on how to make the solution even better
• Improve internal and external knowledge base / FAQ by creating self-help content
• Actively shape and optimize cross-functional processes
• Listen to customers and take care of translating the client feedback into feature requests to improve the product
• Provide technical assistance and contract compliance monitoring 
• License offices for customer service, security, transaction processing, fraud review requirements, Department of Revenue policies/procedures, and staffing requirements
• Prepare reports and documents for management using exceptional communication, writing and organizational skills
• Plan, evaluate and improve the efficiency of business processes and procedures to enhance speed, quality and output
• Work independently, with good time management, appropriate attendance with confidentiality

Skills: Client Support, Setup Assistance, Team Collaboration, Content Creation, Process Optimization, Feedback Translation, Technical Support, Report Preparation

• Direct management of a team that consists of anywhere from 6-10 staff members
• Oversight, maintenance and Improvement of workflow and process documentation
• Provide training, mentoring and coaching
• Identify and implement standardization and consistency, where the opportunity exists
• Drive efficiency and improvement within the Customer Service areas of responsibility
• Serve as a primary point of contact for questions, concerns and change requests arising from various business partners that are pertaining to the Customer Service function
• Create, review and maintain various reports
• Manage the overall quality of the customer service team and contribute to performance management
• Perform file audits to determine overall quality, training and development needs of the Customer Service Team, in addition to identifying any concerns from an internal audit stance
• Conduct performance management discussions with individual team members on a quarterly basis
• Ensure adherence to various guidelines, processes and best business practices
• Participate in and contribute to various vendor partnerships
• Communicate regularly with staff and other managers, sharing updates and changes as they arise

Skills: Team Management, Workflow Improvement, Staff Training, Process Standardization, Efficiency Driving, Quality Oversight, File Auditing, Performance Reviews

• Manage the multilingual European Customer Service team
• Recruit, engage, mentor and develop customer service representatives (approx. 20 FTE) and nurture an environment where they can excel through encouragement and empowerment
• Create an excellent customer journey and increase customer satisfaction through increased collaboration with Sales, Logistics and other internal and external stakeholders
• Further develop, implement and maintain effective and efficient customer service procedures, policies and standards
• Manage and oversee day-to-day CS operations, take ownership of customers' issues and follow problems through to resolution
• Streamline the complete sales order process, maximising the benefit and efficiency of ERP, CRM and other IT tools
• Keep accurate records and document customer service actions
• Actively support the European sales team
• Analyse statistics and compile accurate reportsincluding Customer Service KPI's that support continuous improvement and customer satisfaction
• Inspirational and creative leader who hires, develops and motivates the right staff to connect to customers and take ownership in delivering excellent service
• Establish a customer service organisation that adds value to the business and customers beyond transactional processing

Skills: Team Leadership, Staff Development, Customer Journey, Policy Implementation, Operations Oversight, Process Streamlining, KPI Analysis, Cross-Functional Support

• Build, inspire and lead a motivated and engaged customer service team
• Ensure customer satisfaction metrics are achieved
• Create and own the Ripple customer charter
• Play a key role in CRM implementation and act as system owner
• Develop training, coaching and onboarding processes
• Ensure the customer service team maintains high standards
• Ensure communications reflect Ripple’s values of openness, honesty as well as meeting regulatory and legal requirements

Skills: Team Leadership, Customer Satisfaction, Charter Development, CRM Ownership, Staff Training, Quality Standards, Communication Management, Compliance Assurance

• Lead the customer service team to support sales and delivery 
• Lead the team to work with the Commercial team on sales allocation quota setting in the e-ordering system 
• Check customer orders and coordinate the hard-copy sales contract process 
• Work with multi-functional teams to resolve all related issues during the customer order process 
• Ensure process compliance with order-to-cash 
• Work with multi-functional teams to continuously improve the customer service process 
• Lead customer service report automation and optimization
• Design a customer service competency framework 
• Lead customer service assessment and development plan 
• Drive capability building for the customer service team 
• Develop an O2C CERPS super user in the customer service team 
• Lead system capability building and work with Tech on system improvement projects
• Drive customer service performance to all tier-1 customers and top key retailers 
• Own service level report in the CSC team and drive service level improvement across multiple functions 
• Own customer service target of top key retailers, own the reporting of customer service level, and lead regular reviews with the sales team and the customer team to drive improvement 
• Own regular collaboration meetings with the ASW supply chain team and engage the sales team and distributors to ensure ASW service level delivery and drive continuous improvement 
• Lead initiatives to drive better collaboration with top key retailers
• Support the CSC lead on end-to-end supply chain improvement initiatives 
• Supply chain lead in Cx Go-to-Market projects 
• Support the CSC lead to be a driver for innovative solutions to better assist and support supply chain teams to achieve better performance 
• Support to drive the digitalization of the supply chain to improve working efficiency and cost effectiveness
• Be the key interface with global logistics in the CS&L area 
• Coordinate with the logistics team and be the key interface with a global team in the CS&L area

Skills: Team Leadership, Sales Support, Order Management, Cross-Functional Collaboration, Process Compliance, Report Optimization, Capability Building, Supply Chain Integration

• Lead and manage between 5 -7 direct Front-Line Customer Service Team managers and 100 - 140 indirect reports
• Helping to define, understand, and communicate the vision for the department to the team
• Developing and supporting high-performing teams
• Create and nurture a culture of inclusion and empowerment, developing owners who are curious problem solvers
• Always deep diving and analysing data to ensure consistent premium quality for customers and employees
• Proactively taking ownership and driving initiatives that help to increase efficiency, drive revenue, improve customer experience, and/or reduce costs on a meaningful scale for the business
• Develop employees and future leaders, coaching and improving their skill set to help them grow
• Implementing succession planning across all levels of the region
• Work cross-functionally with partners to ensure that the commitment to meet Customers' demand is met
• Beginning with recruiting the right employee, raising the bar, and bringing highly talented individuals to the table
• Working with the Training team to ensure these employees are set up for success
• Collaborating with scheduling and planning teams to ensure service levels are met operationally
• Ensuring the team’s output is consistently accurate, timely, and goes above and beyond expectations

Skills: Team Management, Vision Communication, Talent Development, Culture Building, Data Analysis, Initiative Ownership, Succession Planning, Cross-Functional Collaboration

• Responsible for providing complete support for back office duties
• Managing and ensuring smooth process flow of order fulfillment and overseeing the sales details between the clients and the company’s sales team
• Responsible for mentoring and guiding the customer service executives in carrying out day-to-day operational duties including creating accurate SO-IOs, 
• Ensuring timely delivery of customer orders, constant updates on pricing information in the SAP system
• Advising accurate stock availability to the sales team, and timely issuance of Credit Note / Debit Note requisition forms
• Constant follow-ups and support on AR/AP collections, order and dispatch of samples to customers and suppliers and maintaining updated records and cleanliness in the sample room
• Managing stock planning and being the liaison with stakeholders in ensuring timely stock replenishment
• Managing the customer/supplier consignment reports
• Preparing monthly consignment reports
• Ensure all administrative procedures are properly implemented and aligned with company SOPs
• Assisting in the record keeping of updated SDS, TDS and pricing information in the file server
• Assisting the sales team in providing accurate and detailed product information
• Expected to assist with the sales and operations teams
• Responsible for meeting impeccable data accuracy and turnaround time
• Meeting the Customer Satisfaction Index and Company Satisfactory Index target, and the company’s implementation timeline objective

Skills: Back Office Support, Order Fulfillment, Team Mentoring, Pricing Updates, Stock Management, AR/AP Follow-up, Report Preparation, Data Accuracy

• Collaborate with the other Customer Service Managers, Directors, and VPs within the company to deliver a best-in-class Customer Experience
• Mentor and train the Customer Service Center employees
• Utilize exceptional problem-solving skills to work through the different challenges of a fast-paced environment
• Participate in management-level meetings
• Provide metrics, feedback, and recommendations to help identify process and workflow opportunities
• Manage all day-to-day customer service / Accounts Receivables / Collections
• Analyze the supply chain to provide direction to internal/external clients/teams
• Act as a problem solver and decision-maker for customer service-related issues
• Find the root cause and provide corrective actions across different functional teams
• Champion of consistent improvement in systems (external/internal websites), training, and streamlining processes/procedures to enhance customers' experience
• Manage and develop the sales and customer support procedures and work SOPs
• Manage Customer Service Supervisors to review employee and department issues
• Leads others through performance management, documentation, coaching, monitoring including goal setting, feedback, and performance development planning

Skills: Team Collaboration, Staff Training, Problem Solving, Meeting Participation, Process Improvement, AR Management, Root Analysis, Performance Coaching

• Lead a cross-functional team of technical, logistics and customer service personnel who are based throughout the Ontario province
• Achieve business objectives (revenue, profitability, core growth, and operational performance) in an entrepreneurial atmosphere with limited direct supervision from the General Manager
• Manage branch P&L to include planning, budgeting, and staffing
• Develop, recruit and retain personnel resources to build an effective team
• Implement the quality management system to achieve customer fulfillment, support new business, and achieve market growth
• Own the customer relationship
• Establish and foster customer intimacy through routine interaction with key customer representatives
• Partner with sales counterparts on new business opportunities
• Develop support strategies that will facilitate the achievement of annual business objectives
• Manage employee relations to ensure a progressive workforce
• Support and enhance the “Fortive Business System” culture by driving continuous improvement in all areas of business and personally utilizing Growth, Lean and Leadership tools
• Promote the use of Lean tools to analyze and solve high-priority problems
• Ensuring process-based countermeasures and root cause analysis

Skills: Team Leadership, Budget Management, Talent Development, Quality Systems, Customer Engagement, Sales Collaboration, Strategic Planning, Process Improvement

• Ability to pivot quickly according to business needs and manage change with confidence
• Strong analytical skills / data-based decision making
• Proven leadership and management capabilities
• Solid e-commerce experience and knowledge
• Ability to work across all levels and offices within an organization with a collaborative approach
• Passion for providing exceptional customer service to both internal and external customers
• Contact center/customer service management experience
• Proven people management skills, including experience of managing large teams and managing middle management
• Results-focused with strategic awareness to forecast both in the short and long term
• Leadership flair with the skill to motivate others to perform and exceed expectations
• Professional, proactive, positive and “can-do” attitude
• Experience in setting up and developing contact centers
• Fluent in both written and verbal English and Thai language skills

Qualifications: BA in Business Administration with 3 years of Experience

• Demonstrable management experience within a face-to-face sales role
• Proven track record of meeting and exceeding sales targets and goals through team leadership
• Comfortable using Microsoft Office software with impeccable organisational skills
• Able to provide a strong customer service experience and act as an ambassador for the brand
• Have a dedication to going the extra mile and delivering superior customer service
• Work experience in order management or similar functions
• Knowledge of INCO/UCP terms, banking procedures, Accounting standards and International trade practices
• Deep understanding of contracts, commercial laws and local trade practices
• Prior experience in a diverse multicultural work environment
• Excellent communication skills with strong leadership capabilities and creativity

Qualifications: BA in Organizational Leadership with 2 years of Experience

• Working experience in Inside Sales or Customer Service
• Strong verbal and written communication and organizational skills
• Detail-oriented with strong time management skills
• Working knowledge of Microsoft Office tools including Word, Excel and Outlook
• Hands-on experience with ERP/MRP systems
• Experience in high-tech engineering and manufacturing companies

Qualifications: BA in Marketing with 1 year of Experience

• Previous experience in a customer service management role, senior retail management or operational management and leadership
• Demonstrated experience in driving business KPIs, staff planning and strategic thinking
• Strong understanding of analytics and financial management and reporting
• Experience as a people manager
• Concerted experience leading discussions around performance, feedback and change management
• Passion for supporting, connecting and communicating with customers
• Relationship and stakeholder management skills
• Demonstrated experience working with multiple stakeholders whilst navigating complex information to find solutions
• Strong written and verbal communication
• Ability to problem-solve, influence and make considered and efficient decisions despite complications or unexpected outcomes
• Consistently exhibits respect for time management in their position as well as timeliness towards all communication
• Attention to detail and the ability to multitask and prioritize
• Experience with customer service management systems
• Proficient in Microsoft Office programs

Qualifications: BA in Communication Studies with 7 years of Experience

• Working experience in Zendesk
• Experience being a Manager in a BPO Setting
• Working experience in managerial roles (overseeing or supporting a team)
• Ability to work under pressure and in dynamic working conditions
• Comfortable handling phone, chat, and email communications in a professional manner
• Experience in people leadership and performance management techniques
• Solid background of being able to identify and deliver process change and improvements
• Passionate about customer service, showing ownership at all times
• Able to deal with time-critical issues calmly through to resolution
• Excellent written and verbal communication skills aimed at individual contributors through to the senior management level
• Highly organised and structured approach

Qualifications: BA in Public Relations with 1 year of Experience

• Demonstrated ability to lead people and ensure the delivery of results within the team
• Ability to think ahead and plan over a 3-9 month time span
• Ability to organize and manage multiple priorities
• Familiarity with customer service systems development
• Problem-solving skills at a functional level
• Experienced in employee training and development
• Strong negotiation skills and a customer-oriented person
• Excellent interpersonal and communication skills
• Ability to absorb and incorporate company values into everyday life

Qualifications: BA in Customer Experience Management with 2 years of Experience

• Management experience within Customer Service or Contact Centre
• Demonstrate the ability to add value, identify and implement ideas, measures and increase team performance
• Experience in high-level relationship building and operational management
• Previous management/ supervisor experience overseeing 5-10 employees
• Ability to build business relationships and interact effectively with “C” level executives
• Solid understanding of selling skills
• Strong integrity, solid business ethics
• Strong team approach to account management
• Creative strategic thinking and performance
• Highly developed verbal and written communication skills

Qualifications: BA in Business Management with 3 years of Experience

• Strong ability to support, advise and consult for complex software solutions
• Understanding of IT operations and related processes
• Demonstrable experience in computer software or systems and also including security-related products (for malware detection, Intrusion Detection and Response, Content Security)
• Knowledge in Advanced Persistent Threats (APT) concepts such as MITRE ATT&CK™
• Great skills in presenting and demonstrating security solutions to small groups, but also to larger audiences
• Strong ability to listen to and understand the business and technical challenges of customers and to offer an adequate solution
• Strong multi-tasking and problem resolution abilities
• Knowledge of cyber-attack techniques like exploits, attacks and enterprise security technologies like IDS/IPS, sandboxing and machine learning
• Strong knowledge of virtualization technologies (e.g., VMware)
• Strong understanding of Cloud Solutions like AWS and Azure
• IP networking solution knowledge and skill set
• Knowledge of public cloud platforms and scripting or programming languages like PowerShell, bash, Ansible or Python 
• Understanding of Dev(Sec)Ops best practices
• Comfortable working in a fast-paced, high-pressure environment under minimal supervision to provide detailed technical knowledge of Trend Micro software products

Qualifications: BA in Human Resource Management with 6 years of Experience

• Experience in a large international Semiconductor or Manufacturing company, with Supply Chain Management, Customer Service or Procurement/Sales background
• Experienced in managing Spares, Customer Fulfillment, and Logistics operations
• Knowledge of business complexity, supply chain and relevant markets
• Ability to influence decisions or processes impacting KPI performance
• Structured and collaborative problem-solving skills leveraging analytics
• Able to be a strategic thinker with strong interpersonal and communication skills, decision-making skills, people management skills, and project management skills
• Experience with change management and Continuous Improvement Programs
• Familiar with ERP, SAP experience

Qualifications: BA in Management and Leadership with 4 years of Experience

• Experience in a contract manufacturing organization 
• Excellent written and verbal communication skills
• Excellent customer focus and understanding coupled with active listening skills
• Analytical skills, affinity with numbers, and detail-oriented
• Hard-working and resourceful, resilient, thrive under pressure, enjoy challenges
• Extremely collaborative and a team player
• Positive and self-motivated attitude
• Ability to read, write, speak and understand English
• Ability to hire, evaluate, coach and counsel direct reports regularly in the performance of their duties
• Ability to act with honesty and integrity
• Ability to communicate verbally and in writing in a clear and straightforward manner
• Ability to prioritize and organize effectively 
• Ability to supervise and motivate others
• Ability to use personal computer and software applications (i.e., word processing, spreadsheet, cable billing system, etc.)
• Ability to manage projects
• Knowledge of all functions and related tasks in the area of customer relations
• Knowledge of applicable products and services
• Knowledge of general accounting and billing procedures

Qualifications: BA in Management and Leadership with 5 years of Experience