Team Leader Customer Service

About VAT Group

At VAT, we change the world with vacuum solutions. As the world’s leading supplier of high-performance vacuum valves, we have been driving innovation for more than 60 years. With over 3,200 employees worldwide, we operate from our headquarters in Haag, Switzerland, with manufacturing sites in Switzerland, Malaysia and Romania, as well as sales and service hubs around the world. We are guided by our passions: integrity, teamwork, customer centricity, and innovation – always working together as #oneVAT.

Joining us means becoming part of a passionate, international team where your voice is heard, your ideas matter, and your career growth is supported.

Key Responsibilities

Team Leadership & Order Management

• Deliver professional, responsive, and customer-focused support across all order channels, including email, phone, customer portals, and fax, using the Order Management System.

• Manage the full order lifecycle, including order entry, monitoring, amendments, consignment programs, backlog control, and compliance with customer requirements.

• Oversee consignment inventory management, ensuring accurate tracking, timely replenishment, and alignment with customer demand while minimizing discrepancies.

• Lead and optimize Customer Service Specialist team performance to ensure high productivity, operational efficiency, and effective resource utilization.

• Monitor and analyze workload distribution, order volumes, and process complexity to ensure balanced capacity planning and operational effectiveness, including mailbox governance where applicable.

• Review and adjust account ownership and support coverage periodically to align with business priorities and ensure balanced workload distribution.

• Lead, coach, and develop the Customer Service Specialist team located in Singapore and Malaysia to drive accuracy, agility, accountability, and service excellence.

• Drive a performance-driven culture by ensuring consistent adherence to KPIs, SLAs, and Customer Service Excellence initiatives.

• Demonstrate operational flexibility to support peak periods, critical issues, and extended coverage requirements when needed.

Process, Quality & Cross-Functional Collaboration

• Reinforce and ensure adherence to all cross-functional processes implemented in partnership with the Country Sales Operations Manager and other stakeholders.

• Actively drive consistency and standardization of customer support and supply chain–related processes across the Asia region.

• Document and maintain all work instructions and work processes (including but not limited to Supply Chain–related processes) for the Asia region.

• Align closely with Sales Operations to ensure seamless execution of order-to-cash processes and customer fulfillment excellence.

Escalation, Risk & Issue Management

• Serve as the first point of escalation for all customer order–related issues.

• Coordinate closely with relevant intra-VAT functions to ensure timely and effective issue resolution.

• Provide risk assessments for order backlogs, delivery constraints, and service issues, and proactively escalate when required.
• Escalate critical issues proactively to ensure minimal business and customer impact.

Reporting & Business Support

• Act as designated backup and succession support for Sales Operations leadership, ensuring continuity of leadership, governance, and critical operational activities during absence or transition periods.

• Support the Local Head of Sales in proactively identifying, managing, and resolving order risks related to delivery, revenue impact, and customer satisfaction.

• Lead and support Sales Operations governance activities, including escalation management, operational reporting, forecast reviews, and performance tracking.

• Drive cross-functional coordination and alignment across Sales, Supply Chain, and Finance to ensure smooth execution of operational priorities and issue resolution.

• Lead and contribute to end-to-end Sales Operations strategy execution and transformation initiatives, including process governance enhancement, regional performance improvement, and capacity planning.

Measurable Outcomes & Targets

• Maintain order accuracy rates ≥ 99%.

• Ensure average customer response time ≤ 24 hours.

• Reduce order backlog by ≥ 20% annually.

• Achieve team adherence to standard operating procedures ≥ 95%.

• Meet customer satisfaction KPIs ≥ 90% positive feedback.

• Monitor team productivity and capacity utilization to meet forecasted demand efficiently.

Administrative & Project Support

• Provide support and ownership of additional administrative duties as required by the sales organization, as communicated.

• Undertake any other duties, projects, or assignments as required by business needs or as directed by the Country Sales Operations Manager.

• Demonstrate flexibility to support extended hours, peak periods, and cross-time-zone collaboration when required.

Key Competencies

• Strong leadership, coaching, and mentoring skills.

• Excellent problem-solving and risk assessment capabilities.

• Strong customer focus with a commitment to service excellence.

• Effective communication and cross-functional collaboration skills.

• Ability to manage multiple priorities in a fast-paced environment.

• Strong analytical and operational decision-making capability.

• Understanding of Sales Operations and Supply Chain processes is an advantage

Our commitment to inclusion, fairness and equal opportunities

We believe in meaningful careers, continuous learning, and equal opportunities for everyone to drive our innovation and success. We welcome applicants from all backgrounds and are dedicated to fostering an inclusive and respectful workplace. If you have concerns, our compliance channel is available at our website. All reports are handled with strict confidentiality and in accordance with our Code of Conduct.