Job Description

HARTING stands for strong connections – across the globe. As one of the leading international suppliers of industrial connectivity, we are connecting customers to their digital future. And as an employer? We connect around 6,000 people at our headquarter in Espelkamp and at locations worldwide. Here you’ll find great colleagues, as well as ever new opportunities and innovations revolving around IoT and artificial intelligence. In everything we do, we remain true to our roots: as a regionally connected family business that always stays firmly grounded in spite of our stellar high-tech. Here’s to your unique future with us: Yours! 

Our offer for the next step into a new career:
Regional Customer Success Coordinator

Job Title: Regional Customer Success Coordinator

Location: Vietnam for Asia

Job description: 

Reporting into the Regional Head of Customer Service with a dotted line to the Key Account Supply Program Manager, the Regional Customer Success Coordinator is responsible for coordinating and enhancing customer success and profitability for the key customers business within the assigned region and ensure consistently efficient and effective operations and customer satisfaction at the highest levels.

The Customer Success Coordinator covers all product lines sold directly from customer and business partners. The main responsibility of the Regional Customer Success Coordinator is to monitor and ensure timely and accurate service performance and communication to customer and their business partners and to serve as the main point of support, training and escalation to the local Customer Success team. The Regional Customer Success Coordinator will communicate with key stakeholders and regularly provide updates to the Key Account Supply Program Manager located in the US / Germany who is overseeing the overall program from the Customer Success standpoint.

 

Key Responsibilities:

  • Training and Development: Based on the documentation and guidance provided by the Key Account Supply Program Manager, train the Local Sales office (LS) on contractual terms and obligations, processes (HARTING and customer processes), policies, systems (HARTING and customer systems), expectations for local Customer Success team members, as well as customer expectations.
  • Performance Monitoring:

- Ensure that customer-specific processes across the Quote to Cash (Quote, order processing, freight cost management, delivery schedule, delivery, invoicing, after sales and collections) process are followed in the region.

- Monitor accurate, complete and timely execution of activities from Quote to Cash throughout the region.

- Monitor turnaround time for quotes and requests, service level (SL) performance to confirmed and requested dates, freight costs accuracy and potential late fees in all LSs. Escalate any risk for late fees to the appropriate stakeholders.

- Monitor customer portals are updated timely and accurately.

  • Issue Resolution:

- Acts as the main point of escalation for the LSs to support with any performance issues across the Quote to Cash process. Inform and escalate to the Key Account Supply Program Manager.

- Interacts with customers in the framework of escalations or process improvements.

- Track and ensure prompt resolution of delays and customer complaints. Drive resolution and corrective actions throughout the region, communicating with stakeholders appropriately.

  • Delivery status update:

- Weekly update the delivery status update file for the region assigned in the customer portals and other systems as applicable. Escalates any issues with the Key Account Supply Program.

  • Demand Planning: Support global demand planning / forecasting activities with knowledge of the local ecosystem and their needs, working with the local sales office for additional data as needed.
  • Global collaboration: Work closely with local, regional and global teams and stakeholders to support customer success and drive continuous improvement.
  • Reporting:Prepare and present regular reports on customer service metrics and performance to management.
  • Strategy Implementation: Assist in the development and implementation of customer service strategies and initiatives to improve overall customer satisfaction.
  • Back up: Act as back up for the local Customer Success team as needed.
  • Other duties as assigned
  • Occasional travel for training and meetings.

 

Qualifications:

  • Minimum 2-year degree in Business, or a related field
  • Proven experience in customer service coordination or a similar role
  • Familiarity with global supply chain processes
  • Proven experience with key accounts
  • Proficiency in English orally and in writing is mandatory
  • Strong communication and interpersonal skills at all levels of the organization.
  • Excellent organizational and time management abilities.
  • Ability to work effectively in a cross-functional and cross-cultural team environment.
  • Proficiency in data analysis and reporting tools.
  • Strong problem-solving skills and attention to detail.

 

 

Preferred Skills:

  • Knowledge of industry trends and best practices.
  • Experience with SAP and CRM.
  • Excellent skills in multitasking
  • Ability to multitask and manage time effectively in a fast-paced environment.
  • Familiarity with customer success metrics and KPIs.

Good reasons to get started at HARTING:

Benefits:  Social Insurance coverage (APAC), Staff insurance coverage (APAC)
Information at a Glance
Job Location (Short):  Hai Duong, Viet Nam
Region: 
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Recruiter phone: 
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