Customer Services Manager
2 weeks ago
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Job Summary
- The role is responsible for the end-to-end Order To Cash process in order to ensure on-time order fulfilment in Business-to-Business support at sub-regional level, and direct people management of country or sub-regional Customer Service organization.
Responsibilities/Description
- Supervise the end-to-end Order to Cash process based on Sarbanes-Oxley Act compliance policy and customer complaint and service case management in daily operations of sub-regional customer service organization
- Participate in Order to Cash complaint investigation at sub-regional level
- Manage sub-regional Customer Service Organization’s service level towards internal and external customers
- Build a strong partnership with regional and global stakeholders
- Drive continuous improvement in Order to Cash process and Service Level KPIs: on-time delivery, order entry accuracy, monthly compliance performance, customer complaint lead time, etc.
- Participate in internal/external audit as needed
- Translate Global Operations objectives and strategies into sub-regional Customer Service organization objectives and strategies based, and actively participate in Global/Regional Order to Cash projects
- Manage sub-regional operational cost and customer service budget
- Develop sub-regional Customer Service Organization capability and career succession
Requirements
- Bachelor’s degree or above in Supply Chain or Business Administration
- 8-10 years' experience in Customer Service or Supply Chain of business to business
- 5 years’ experience in direct people management
- Knowledge in Supply Chain Management or end-to-end Order to Cash process
- Expert knowledge of MS Office tools
- Knowledge in SAP
- Knowledge in basic finance
- Fluent business English communication skills
- Effective communication skills across all levels of the organization
- Highly collaborative and team player
- Cross cultural awareness
- Ability to lead change and deliver results
Training / Certifications
- SAP training
- Microsoft Office tools training (Word, Excel, PowerPoint)
- Incoterm and Payment Term training
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