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Supervisor – Global Back-office Customer

This job posting is no longer active.

Description

To be the Supervisor for Global Back-office Customer Service contact for all Global Order Management initiates, train/mentor GBO CSR and be the internal interface for all Molex contacts by responding to queries promptly and efficiently on Back-office initiatives. To supervise a team of assigned GBO-CSR. Publish KPI reports.

What You Will Do In Your Role

1.

Supervisor for Global Back office CSR

2.

Monitor daily GBO order processes and assist in quick resolution to Issue log with best and fastest means.

3.

Manage and update the Customer master profile

4.

Publish weekly OM report capturing KPI and metrics

5.

Support training needs and mentoring the GBO new hires.

6.

Manage team activity to support and drive KPI results

7.

Encourage GBO Team to use Molex Web tool such as “Molex .com” EDU, SAP functions and help in process improvements supporting the Global requirement.

8.

Optimize resource utilization; maintain and ensure backup procedures are in place.

9.

Build relationships to enhance GBO CSR and front-end CSR to have cohesiveness in work place for mutual support by periodical calls or skype conversations.

10.

Support as back-up in absence of GBO CSR

11.

Monitor the Audit reports for Esker, Repeated order reports etc to order to manage the accuracy and efficiency of the order management team.

12.

Propose and improve operational processes to the team and embrace changes in order to achieve value creation.

13.

Manage and achieve self and team’s RRE fully linked to yearly vision through entrepreneurship.

14.

Assess and evaluate customers’ needs, service capabilities and resources.

15.

Established required training and collaboration for knowledge transfer and service excellence related to front office/back office activities.

16.

Develop and manage talents with continuity of service with required resource with right Virtues and Talents.Retention plan and succession plan in control of the turnover rate.

17.

Compensation proposal accordingly to the contribution.

18.

Compliance to the T&C’s and legal requirements.

19.

Establish escalation process for meeting goals.

The Experience You Will Bring

Requirements:

    ·At least 5 years commercial experience is desirable, preferably gained in electronic industry.

    ·Bachelor Degree or equivalent; or with equivalent years of progressive experience in a manufacturing-related Customer Service environment/ Global services.

    English language is mandatory.

    Good PC skills are necessary including Microsoft Excel, Word & Outlook.


    What Will Put You Ahead

      The ideal candidate will be:

      ·proactive;

      ·flexible has a genuine interest in customer needs and a sense of urgency with data accuracy.

      ·customer focus and eye for details.

      ·strong communication skills.

      ·good analytical skills with problem solving

      ·MBM philosophy The candidate will have an organized approach as she/ he will be expected to work independently in a high-pressure commercial environment and in shift hours.Confidentiality is a requirement in this position. Intuition and sensitivity to the needs of others is important.


        This job posting is no longer active.

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