Client Solution Supervisor

Position Summary

Provide a strong activity and manage the activity of the team in order to guarantee the quality of program client service delivery. Ensure seamless execution and continuous improvement of service offerings.

Duties & Responsibilities

• Closely track changes in consumer product regulations and communicate relevant standards, requirements and policies to global team and customers
• Perform gap analyses between service required vs. standard offer provided for new clients
• Support request for proposals review focusing on program administrative requirements and suggest as appropriate best practices
• Translate client instructions or requirements into operational language using process engineering or design for manufacturability methodologies.
• Lead program setup included but not limited: Process, measurable KPI, monitor tool and other related documents.
• Lead program change management with the best practices and conduct internal training to ensure smooth implementation in all BV related labs.
• KPI Monitoring, active management with lab until KPI issues have improved. Demand labs for quick service improvement.
• Review program performance with clients and key account managers, addressing complaints and facilitating real-time resolutions.
• Client engagement, participate in regular calls, discussions and meetings with KAM and/or the client directly to understand client’s challenges & priorities and partner with KAM and CRM to work out the resolution.
• Operation engagement, understand their challenges and aim at a resolution to balance between the client and operations at the best interest.
• Be able to assess various systems and team up with IT /GTS departments to develop a client specific tool, providing solutions to client as partner in the most efficient way.
• Facilitate continuous improvement through projects in conjunction with operations, IT and various process teams.

QHSE

• Follow the internal quality system and HSE requirement of CPS China.
• Adhere to BV CPS quality requirements.

Skills & Requirements

• Above 5 years of client-facing and project management work experience in laboratory.
• In-depth Hard goods or Toy knowledge in product safety, regulation and related standards.
• Good understanding in product development, supply chain management processes.
• Experience with sustainability service solution is a plus
• Excellent verbal and written communication skills in English and Mandarin.
• Strong team player with exceptional organizational and coordination abilities.
• Strong communication and presentation skills.
• Proficient in Microsoft Office tools (Word, Excel, PowerPoint, etc.).

Key Competencies

• Problem-solving and analytical thinking.
• Strong client-facing and presentation skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proactive and strategic mindset to drive continuous improvement and solution.