Customer Service Associate Manager / Manager - #1107014

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