Position Summary :
This role is responsible for overall customer service function in Asia.
Role and Responsibilities
• Develop and implement Regional Customer Service strategy and People Development Plan including succession plans and/or organization changes to achieve department's sustainability and meet business needs.
• Develop CS management performance metrics to manage and lead the day-to-day Customer Service responsibilities including monitoring of all deliveries, month-end activities, cross-functional alignment, and communication.
• Maintain strong engagement with stakeholders to ensure conformance to order delivery, fulfilment
and customer satisfaction needed for business success.
• Regular engagement with Global Customer Service to maintain Global-Regional alignment.
• Manage back-orders and/or impact of supply interruptions on customers, provide timely updates and communications to customers by working together with internal and external stakeholders.
• Subject matter expert for all current and future systems and processes used in the Order-To-Cash
(OTC) and Master Data (MD) environment in APAC.
• Tracks key performance metrics, customer service performance data, and generates improvement
opportunities.
• To drive process improvements using data analytics and influence improvements across the
organization.
• Preparing and presenting monthly, quarterly, and annual reports of operations.
• Create a common framework and set of protocols for how we manage customers to support Sales.
• Responsible for Customer Service Team's actions to resolve any customer claims or complaints,
including processing customer returns or credit notes and follow up with logistics / quality for
resolution.
Job Requirements
• Bachelor’s degree in supply chain and or related field
• At least 8-10 years of relevant managerial working experience in a Manufacturing environment
• Knowledge of customer service, trade incoterms and customs procedures
• Knowledge of ERP system
• English -Excellent verbal and written communication skills for handling English speaking people
• Good Interpersonal, Communication, analytical and management skills
• A good team player and positive attitude
• Willing to take new challenges and make a difference.
• Willing to travel within Asia Pacific
