Experienced bilingual (English/Chinese) CSR Manager required to join Tronox, a global leader in titanium dioxide manufacturing that employees approx. 5,000 employees across 5 continents.

Tronox will offer a competitive remuneration package that is commensurate with skills, qualifications and experience level. For this position the package will include; a performance related bonus, along with all of the statutory benefits, allowances & insurances payable under Chinese law.

We are looking for someone who is:

• Experienced (7+ years) preferably in manufacturing oriented customer service functions.
• Degreed (BA, BS or higher).
• Comfortable with change.
• Honest and trustworthy.
• Exceptionally organized, self-motivated, and 100% reliable.
• A strategic problem-solver.
• Able to lead and empower a team.
• Able to laugh at him/herself and with others.
• Calm, positive, and energized in busy environments.
• An experienced facilitator who can work with all organization levels of both internal and external customers.
• An excellent communicator both verbally and in writing

In the future, we will expect you to:

• Provide challenging and stretching tasks and assignments.
• Provide direct, complete actionable corrective feedback to direct reports.
• Anticipate future consequences accurately; have future-oriented perspective.
• Deal with difficult concepts and complexity comfortably.
• Be interested in the work and non-work lives of direct reports; monitor workloads and appreciate extra effort.
• Clearly and comfortably delegate both routine and important tasks and decisions.
• Step up to resolving conflicts; seeing them as opportunities.
• Analyze processes to assess effectiveness of internal controls and identify opportunities to improve efficiency and strengthen controls.
• Cultivate an atmosphere of continuous improvement.
• Understand reasoning behind key policies, practices, and procedures; understand the culture of organization.
• Lead individual team members in personal and professional development.
• Develop training resources and tools to support staff members in their roles.
• Hire the best people available; not afraid of selecting strong people.

Typical job duties would include but not be limited to:

• Select, coach, and develop the CSR staff to a world class professional level. Provide for regular training, coaching, and career discussions.
• Ensure Customer Service activities comply with all financial control requirements (including SOX, GAAP, IFRS, etc).
• Provide oversight and direction to internal/external audit coordination.
• Lead the OTC team in achieving no SOX Material Weakness and/or Deficiencies with any and all weaknesses noted being remediated promptly on agreed-upon timeline.
• Ensure Customer Service transactions comply with all applicable domestic and foreign regulatory bodies.
• Participate in the development, management and analysis of operating budgets.
• Ensure the month-end transactional close process is executed in a timely and accurate manner to enable the financial close process to proceed.
• Direct all activities around customer master data to ensure accurate customer data reporting and financial accounting.
• Direct all activities around pricing, accruals and rebates to ensure accurate and timely accrual and rebate processing to ensure accurate financial reporting.
• Monitor the Customer Service Key Performance Indicators measuring service levels and costs. Measure performance against these KPIs and develop action plans to exceed targets.
• Direct and ensure accurate and timely order processing, including order entry, shipment tracking and invoicing.
• Direct CSR activities and customer communications related to price increases, order lead times, monthly/quarterly/annual financial close, and production allocation and availability issues.
• Develop and implement standard customer inventory management functions, including consignment inventory procedures and vendor managed inventory procedures.
• Monitor customer complaints and respond within agreed timing guidelines for complaints. Resolve issues associated with Customer Complaints in a timely, complete manner.
• Maintain close relationships and coordinate activities with stakeholders.
• Accountable to provide Customer Service coverage between the agreed hours for the Customer Service department.
• Direct all activities related to Customer Service to operate safely.
• Represents the commercial organization for the annual financial audit process, and is responsible for ensuring all audit requests are satisfied.
• Represent the Customer Service Team in all Commercial Meetings

上班地址：陆家嘴环路958号