Position Summary:
The Customer Service Leader for Electronics & Industrial (E&I) will lead a team of Customer Service Representatives (CSRs). This role is pivotal in driving business growth, enhancing customer experience, improving productivity, and fostering team development. Responsibilities include managing day-to-day operations, implementing customer service strategies, and leading transformative initiatives towards a technology-driven, customer-focused service approach. This position reports to the Asia Pacific Customer Service Leader and is a member of the Asia Pacific Customer Service Leadership Team.
Position Responsibilities:
- As part of the Asia Pacific regional customer service leadership team, set regional priorities and objectives in alignment with Global Customer Service, Business, and corporate goals. Plan and facilitate meetings and key spearhead initiatives.
- Set and achieve team objectives in line with regional priorities and be accountable for team results.
- Plan and manage day-to-day operations and key order-to-cash processes.
- Serve as an escalation point for customer service, customers, business, and adjacent functions concerns and issues.
- Coach and develop CSRs, enhancing their skills and capabilities.
- Advance business and product knowledge within the team.
- Develop succession and career progression plans in line with individual development plans.
- Plan and manage key processes including hiring, recruiting, rewards and recognition, performance partnership, budget control, governance, and approvals.
- Balance workload distribution among CSRs based on expertise, customer needs, and employee wellbeing.
- Build and manage efficient schedules and backup processes to meet commitments and ensure business continuity. Ensure adequate training for backups.
- Establish, monitor, and analyze key performance indicators, identifying and addressing gaps. Sponsor improvement projects and mentor improvement teams.
- Collaborate with regional and global workstreams to facilitate the use of the latest technologies, tools, systems, and processes for capability enhancement and process improvement.
- Collaborate with regional and global training teams to facilitate training and assess its impact on productivity and contribution.
- Ensure seamless coordination with adjacent functions for a superior customer experience.
- Collaborate with local businesses to understand issues and initiatives and incorporate insights into team decisions, policies, and practices.
- Participate in commercial and customer activities (e.g. customer visits, meetings, leadership engagements, etc.) to gain customer and market insights (service agreements, strategies, policies, practices, etc.)
- Design and manage processes and tools for consistent and efficient decision-making (e.g., supply constraints, product substitutions, customer expediting, etc.). Engage global and regional resources as needed.
- Ensure SOX compliance and adherence to internal controls in team activities and documentation. Execute Controls, Compliance, and Risk (CC&R) sign-offs.
- Coordinate with Audit on CC&R Reports, conducting checks and reviews as needed.
Organizational Relationships:
- Reports to the Asia Pacific Customer Service Regional Leader.
- Part of the Asia Pacific Leadership Team.
- Regular interaction with Supply Chain, Order Fulfillment, Customers and Commercial Teams.
- Collaborates with Customer Service Leaders across the region and globally.
Competencies and Skill Requirements:
- Proven ability to drive results through accountability, teamwork, and collaboration.
- Strong data analysis skills for informed decision-making.
- Effective engagement and negotiation skills with diverse business and customer groups.
- Commitment to building customer-centric relationships and solutions.
- Flexibility and resilience in achieving goals.
- Leadership in team building, coaching, and development.
- Quick adaptation to new technologies and processes.
- Resilience in managing ambiguity and innovative problem-solving.
- Strong change management leadership.
- Proficiency in Microsoft Office and related software.
- Excellent organizational and time management skills.
- Can thrive in a dynamic fast-paced environment.
- Preferred international business experience.
- Willingness to travel internationally.
Education and Work Experience Requirements:
- Bachelor's Degree required.
- Green or Black Belt Certification or equivalent preferred.
- At least 5 years’ experience in a Customer Service or related role
- Additional experience in supply chain or logistics
