The Customer Service Associate Manager / Manager will be responsible to lead the Customer Service Team in the Order to Cash process for Asia-Pacific Region and ensuring the team are operating in accordance to corporate policies, International regulations and compliance.
General Responsibilities
- Provide leadership to Customer Service team and to meet corporate and departmental strategic objectives
- Establish goals and monitor performance achievement through performance reviews
- Manage and distribute team workload and support in business contingency planning
- Mentor, coach and empower team members and promote teamwork
- Support team to remove barriers, resolve conflicts and drive for accountability
- Communicate, Review and Monitor team members performance to established metrics, policies, procedures and goals to meet department and company strategies
- Ensure a safe, compliant and ethical working environment for the team.
- Ensure team members are well-trained according to standard operating procedures, department compliance and work requirements
- Identify learning opportunities and provide training
- Collaborate with other departments and peers to develop regional solutions
- Identify, participate and drive system and process improvements
- Maintain knowledge of and apply company and local safety, labor, and ethics policies
- Communicate requirements to applicable team members and external stakeholders
- Oversee execution of mandatory training for direct reports
- Support all audits
Specific Responsibilities
- Responsible to implement the Standard Operating Procedure for the Order to Cash process in APAC
- Awareness and situational involvement in order management issues; To be the point of contact for Order management issues and escalated matters.
- Ensure compliance to SOP by establishing guidelines and frameworks for the team
- Support Customer Service and Sales Team on the monthly/quarterly billing timeframe.
- Analyse and identify roots cause of process deficiency and brainstorm solutions to bridge gaps and limit risks in the processes
- Reporting and update of Order to Cash status and progress to stakeholders
Requirements
- Relevant Bachelor’s degree or equivalent with 6-10 years of similar experiences
- At least 2-3 years of supervisory experience and track record to manage a team of 5
- Experienced in SAP SD module with Knowledge on Order Management and Consignment Business (Knowledge on Letter of Credit will be added advantange)
- High level of integrity and able to work under stress and deliver within work schedules
- Good Interpersonal skills to build rapport across different functions and support to the team
- Meticulous to details and well organized routines
- Self motivated/driven individual who takes initiatives to engage and solve and close the gaps/issues.
- Good command of English and skilled at delivering the message to audience
- Problem identification and solutioning and support for brainstorming and decision making