Overall objectives:
1) Lead and streamline Customer Service operations across the SEA region to ensure efficient execution of end-to-end order-to-cash processes, high customer satisfaction, and operational excellence. The role is responsible for overseeing customer service activities related to intercompany and third-party orders, export shipment coordination, customer complaint management, and regional process alignment following the legal entity transition.
2) Ensure end-to-end OTC process alignment with global standards while adapting to regional regulatory and operational requirements. Drive continuous improvement and best practice sharing across APAC markets.
Core responsibilities:
- To lead and manage daily Customer Service operations across the SEA region to ensure service targets and business objectives are achieved
- To drive standardization and streamlining of Customer Service processes and workflows across SEA markets
- To manage end-to-end Order-To-Cash processes including order entry, order management, delivery coordination, invoicing support, and shipment tracking
- To oversee both intercompany orders and third-party customer orders to ensure timely and accurate fulfillment
- To coordinate export shipments and ensure compliance with shipping and trade requirements
- To act as the key escalation point for customer complaints and ensure timely resolution through Non-Conformance Management (NCM) processes
- To collaborate closely with Supply Chain, Logistics, Finance, Production and Sales teams to ensure smooth operational execution
- To support Business Managers and Sales teams through proactive communication regarding order status, product availability, and delivery updates
- To monitor customer service KPIs and drive continuous improvement initiatives to enhance customer satisfaction and operational efficiency
- To lead, coach, mentor and develop Customer Service Specialists to strengthen team capability and engagement
- To manage master data maintenance processes to support effective order management and operational accuracy
- To provide accurate and timely order status reporting, monitor customers order placement trends against sales forecasts, and proactively coordinate with Sales and Supply Chain teams to address demand fluctuations, supply risks and delivery commitments
- To act as the regional Subject Matter Expert (SME) for OTC processes in SAP S/4HANA, ensuring standardization and compliance across countries
- To lead regional OTC process improvement initiatives and projects, working closely with local teams to implement, sustain, and continuously enhance processes across markets
