Position: Customer Service Team Lead / Manager
Salary: $4000 - $6000
Working Days: 5 days (Mon-Fri)
Working Timing: 8:30am – 5:30pm
Working Location: North Bridge Road 179094
The Customer Service Team Lead (or Manager) is responsible for overseeing the order management process and ensuring exemplary customer service delivery. This role entails managing a team of order management representatives, coordinating with various departments to streamline order processing, manage periodic reporting requirement and enhancing customer satisfaction.
Key Responsibilities:
- Hands-on support and ownership of full order-to-cash function for customers across Bangladesh, Thailand, Vietnam, Taiwan, China, Pakistan for a start, but not limited to.
- Lead and manage the order management team, providing guidance and support to ensure efficient workflow and high-quality customer service. Hands-on approach is necessary.
- Develop and implement order management policies and procedures to improve efficiency and accuracy, especially in areas of managing letters of credit.
- Serve as the primary point of contact for escalated customer inquiries and issues related to order processing/fulfilment.
- Collaborate with sales people, inventory team, production plants, external logistics partners, system support to ensure timely fulfilment of customer orders.
- Review and refresh key performance indicators (KPIs) on internal team and external partners.
- Consider learning and development opportunities for team members, together with recommending changes for continuous improvement.
- Ensure adherence to compliance and regulatory requirements in order processing.
Job Requirement:
- Degree/Professional certificate in a related field preferred.
- 5+ years of experience in customer service or order management, with at least 2 years in a supervisory or managerial role.
- Strong understanding of order management systems (SAP R3 (ECC) or S4 Hana) and processes
- Good working knowledge in the negotiation of Letters of Credit for countries, as well as other payment terms such as D/P, D/A, etc.
Email: [email protected]
Tan Yong Zhi (Jackson) | Reg: R24124461
The Supreme HR Advisory Pte. Ltd | EA No: 14C7279
