Customer Account Operations Manager

• Supervise, control and manage all Customer Account operations, incl. ensuring the smooth running of day-to-day business, constantly driving for operational excellence according to STARTEAM's culture parameters.  
• Build, lead and inspire a strong local Customer Account Operations team and cultivate a positive, collaborative, and result-oriented work environment. Drive for individual as well as team excellence, embracing high performance, customer orientation and enjoyment.  
• Exercise full leadership authority in assigned department, incl. appraisal, recruitment, termination and other personnel actions.  
• Identify and close gaps, manage risk and lead change to meet business objectives and operational needs, with positive impact beyond own department.   
• Cooperate with teams on strategic existing customer development and new customer acquisition (interface with Sales global / BD).   
• Ensure close collaboration between the Team and Sales to achieve Sales Targets and win more business. 
• Independently handle and develop assigned SME accounts to increase business share, in alignment with company strategies.  
• Actively handle account management through proactive engagement and CRM for assigned accounts. 
• Engage in active customer relationship management, through customer visits, teams calls, emails, phone calls and other tools available, such as our CRM system.  
• Collaborate with Sales/Account Manager (AM) to generate new prospect customer and ensure execution of all related activities in targeted market segments following company rules and strategy. Follow-up with all involved departments to win the business.  
• Support Sales/AM activities to enhance Sales performance and customer satisfaction to grow business, measured by:            

         1) New Customer Acquisition and Introduction (NCI)     
         2) New Project Introduction (NPI) & Tracking        
         3) Enhance conversion of RFQ to NPI to MP

• Support Sales for New Customer Development and Account Management proactively by following up all related activities such as handling NDA & contracts, supplier assessment forms, qualifications, enquiries etc.
• Support Sales to create new accounts, upgrade accounts and maintain account data of existing accounts in the CRM/ERP system.
• Support Sales in ensuring that customer requirements are delivered on time through internal coordination with internal teams and the factory for the entire item life cycle.
• Participate in other new business-related meetings (kick off, EQ, …) and provide other departments with customer information, expectations and requirements.
• Ensure the maintenance of the item life cycle data in CRM/ERP system accordingly in order to guarantee data quality.
• Report conversion rate of new product, performance and trends of delegated accounts.
• Ensure strong, collaborative relationships across all departments to enhance operational efficiency and customer satisfaction.
• Participate in field travels to customers and customer factory audits/visits with Sales if needed to enhance customer relationships.
• Ensure follow-up together with Sales on overdue payments that are escalating from the CS team and maintain updated information in POWER BI.
• Perform as a designated backup for Sales/Account Manager during absences, ensuring seamless customer coverage and communication.

Competencies & Skills:

• Excellent customer service orientation delivered in a cost-efficient way.
• Detailed know-how in B2B business management and developing strong business partner relationships locally and globally.
• Able to effectively lead and develop result-oriented teams, give timely and actionable feedback to direct reports and mentor, coach and motivate individuals.
• Strong communication and interpersonal skills with the ability to effectively work with colleagues at all levels in a multidisciplinary and multicultural environment.
• Superior analytical skills and creative problem-solving skills to assess complex situations.
• Able to generate creative and innovative ideas for improvement, take advantage of opportunities and lead changes.
• Highly competent in project management and knowledge of agile and change management tools.
• Able to work effectively under time pressure and deadline driven within a fast-paced, dynamic and customer-oriented environment.
• Strong negotiation skills and the ability to influence business partners and peers in critical situations to obtain consensus.
• Superior in organization and priority setting, accurate and efficient with attention to detail and the ability to multi-task.
• Able to work independently as well as part of a team with pro-active, self-motivated and responsible manner.
• Excellent command in spoken and written English and Chinese, the knowledge of another foreign language such as Italian, German, Spanish, French will be an advantage.
• Excellent computer skills in MS Office.
• Good knowledge in Logistics Incoterms and Shipments handling.

Education & Work Experience: 

• University degree preferably in foreign trade or related field with strong technical background.
• Min. 8 years of work experience in service for international customers, minimum 4 years in a leadership role.
• Knowledge and experience on PCBs production or other Electronics Industry will be a plus.