Company Background:
Our client is a research-based, growth-oriented global enterprise with core competencies in the fields of health care, nutrition and innovative materials.

Main Responsibilities:

• Manage and oversee the daily activities of Customer Service team in China, being the primary contact point for all China customers for order placement and supply chain / logistics related matters and the RSC¡¯s primary interface to Marketing Units (sales managed by China CS team USD736 Mio. / year). 
• Develop strategies, team structure and headcount planning for Customer Service Team in China to support the BMS business growth in China, one of the major areas of growth and focus in BMS worldwide.
• Lead and develop an internal and external customers-focused Customer Service team in China (budget 2007: 17 HC), by selecting the right people, setting clear targets, providing strong supports, giving and receiving open feed back and developing and motivating employees.
• Identify gaps in knowledge / skills in CS team, develop and implement training / development plan.
• Support budget planning process for RSC CS in China and continuously track actual cost against budget (cost budget 2007:  USD938K).
• Coordinate service strategies for customers with Marketing Units, agree and manage service level of CS team in China.
• Manage CS processes for China, identify areas for improvement and drive continuous process improvements, aiming to constantly increasing process efficiency, while reducing complexity. 
• The job holder will provide disciplinary supervision of the local credit management team. On a need to basis, coordinate local operations with regional credit management.
• Provide the framework for CS Standard Operating Procedures and ensure changes are timely updated into ISO 9001 database.
• Review and improve processes to enable better service to internal and external customers.
• Ensure controls for ICS are working, carried out by team members and review the documented records of evidence.

Qualifications & Experience:

• Degree in Business Management or equivalent.
• At least 10 years extensive experience in customer service or customer relationship management.
• Experience in Supply Chain Management functions.
• Knowledge of international and China trade documentation is preferred.
• Good analytical skills and problem solving capacities.
• Self-motivated and able to work independently and under pressure.
• Demonstrated capabilities both as a team player and team leader.
• Experience in staff management and development.
• Good interpersonal and communication skills.
• Proactive and process initiatives.