Manager, Customer Service Lead (Rest of Asia), Intermediates Asia Pacific

Objectives of the Position

This role leads Country Supply Chain Management team to provide a consistently high level of service in line with business strategies for operational excellence and customer satisfaction, objectives including:

• Development of customer service excellence strategy and implementation roadmaps for CI ROA countries
• Implementation of customer service performance steering system to enhance professionalism of customer service team
• Serve as a strategic advisor to local business teams in defining go-to-market approach (business models) in line with country business strategies
• Streamline collaboration among all functions incl. GB / GP / external service providers (if applicable) locally for cost and service improvement
• Build and maintain a performance-driven team culture and productive customer service experts

Responsibilities

Customer service excellence strategy:

• Develop customer service excellence strategy and implementation roadmaps locally, leveraging synergy and best practices across countries
• Develop and implement the differentiated go-to-market approach (business models) in line with local business strategies
• Incorporate evolving digital / AI technologies into mid-long term customer service resources planning to ensure competitiveness in cost and speed

Customer service performance steering system:

• Set operational plans and goals for team members, while ensuring alignment with broader business directions
• Apply knowledge of current trends and best practice to improve processes in customer service area and beyond
• Leads improvement initiatives and drives performance improvement agendas effectively locally, holding him/her self and the team accountable for delivery
• Proactively consult and capture the needs and concerns of key customers and stakeholders
• Evaluate relevant operational, commercial and / or financial metrics/KPIs in “Cash” and “Speed” to set right priorities and improvement areas
• Support Head of Customer Service team to effectively manage Service Level Agreement with GB & service providers and streamline collaboration with all related functions.
• Act as supply chain contact for problem solving and resolution design

People management:

• Build and maintain a performance-driven team culture and productive customer service team
• Be a positive lead in the team, sharing knowledge and constructive input, and offering appropriate professional expertise to colleagues

Steer and support digitalization transformation of customer service team

Requirements

Education

• Bachelor's degree in Business Administration, Economics, Supply Chain Management, Engineering or equivalent experience
• Master of Business Administration, APICS or Lean Six Sigma certification will be an advantage.

Working Experience

• Minimum of 5 years of experience in Business Management, Supply Chain Management, Internation Trades, Logistics Operation; Prior leadership experience is preferred
• Familiar with SAP SD, MM & TM modules
• Experience in leading a team through sizeable change management project and/or supply chain team transformation is preferred
• Candidates with less experience may also be considered for this role at a lower job grade, depending on qualifications and potential.

Technical & Professional Knowledge

• Critical and strategic thinking, solid business acumen, and strong leadership in multinational environment
• In-depth expertise in at least one of the following E2E supply chain processes: Demand & Supply Planning, Order-to-Cash, Transport Management, Inventory Management, and Digitalization in SC Operation
• Knowledge about at least two of the following technologies: MS Power BI, Robotic Process Automation scripting, Process Mining, and Artificial Intelligence (AI) and how these technologies improve Supply Chain operations
• Highly analytical, self-motivated, and entrepreneurial with excellent organizational and communication skills.
• Very good verbal and written English.