Tasks & Responsibilities:
· Lead, train, and motivate the customer service department to ensure a high-performing team.
· Process customer orders and manage demand against supplier deliveries to meet and exceed On-Time Delivery (OTD) targets.
· Collaborate with internal teams and external customers to proactively resolve issues related to customer blanket orders and pricing, minimizing risks to the organization.
· Evaluate customer forecast and monitor customer inventory management planning.
· Collaborate with sales, finance, and supply chain management (SCM) teams to streamline processes and enhance operational efficiency.
· Identify areas for improvement, provide proactive communication, analysis, and problem solving to team members.
· Develop and maintain standard operating procedures and best practices.
· Ensure timely and accurate resolution of customer issues to enhance the overall customer experience.
· Work closely with SCM, factory or the APAC Customer Service team to address customer needs and resolve issues effectively.
· Coordinate with the sales team to align customer service strategies with sales objectives.
· Collaborate with finance to resolve customer billing inquiries or discrepancies.
· Ensure that customer service practices comply with company policies and industry regulations.
· Address any compliance issues and implement corrective actions as needed.
Education & Experience:
- Diploma / Degree preferred.
- Minimum 5 years of customer service team management experience.
- Progressive experience in customer service management, including a leadership role.
- Proven ability to lead and transform multi-national organization, highly motivated and sustain a positive work culture.
Competencies:
- Proficient with ERP systems (JDE, Oracle, C4C, SAP, BC & BI) will be an advantage
- Must have intermediate to advanced skills with Microsoft Office, specifically Word and Excel.
- Good decision-making and strategic planning abilities.
- Independent, works with right sense of urgency, high level of commitment, drive & resourcefulness.
