Customer Operations Manager

Set quality standards and performance metrics for customer service, pre- and post-sales service, installation and site management by studying and benchmarking against best practices within and beyond office furniture industry. 

Analyze input from process, outcome and customer measures (for e.g., turnaround time for drawings/quotation, timeliness of project completion, cost containment, and customer satisfaction surveys results) in order to improve customer service and sales operations. 

In cooperation with the Sales leader, SMs and local operation managers, make recommendations to ensure that the PM teams have the resources and capabilities to complete and handover installations.

Develop business practices for cooperation with installation sub-contractors to ensure a consistent level of service is provided to customers.

Develop and implement Project Management outsourcing programs to provide adequate resources (for e.g. third-party installers, warehousing, transporters) in the most cost effective manner when required.

Provide leadership and direction to the Bid & Design function across the region to ensure timely delivery of quality service to sales offices.

Develop and establish internal control mechanisms to maintain consistent and accurate processing of orders and tracking of shipments to ensure timely and quality delivery of products and services.

Establish and maintain standard workflow on providing timely update of order and shipment status to sales members, project managers, factories, suppliers and end users.

Work with local customer operations members to determine and implement the appropriate corrective processes to resolve design, specification, order entry, production, deliveries and installation errors.

Work with local customer operations members to develop the best business practice and process internally between sales, bid & design and project management team and customer service.