The principal accountabilities of the Customer Service Team Lead is to manage the day-to-day operations, plan activities of the team members to ensure timeline, milestones, accuracy and efficiency are met.
In addition, this position will also be responsible to map the Order-to-Cash process flow for Customer Service across the respective Business Line(s). This position will be responsible for supporting the ASIA markets for the respective Business Line(s).

RESPONSIBILITIES

• Lead a team of at least 8-12 Customer Service Representatives based in Singapore, ensuring day-to-day key OTC operations are carried out timely and in an efficient manner 

• Assign administrative & functional responsibilities to the respective Customer Service Representatives 

• Oversee the daily operations of the Quote-to-Cash process 

• Set up Customer Service Standard Operating Procedures 

• Forerunner in creating a continuous improvement environment amongst team members, driving and implementing changes to bring about overall order efficiency and productivity gains, including increasing overall customer experience 

• Will also involve leading independent project(s) as a Team Lead, arising out of a continuous improvement initiative or organizationally driven; 

• Interact with colleagues from Headquarters, Regional and local Sales & Marketing, Supply Chain, Controlling & Accounts Receivables, Credit & Legal, Trade Compliance teams wherever applicable, to drive Continuous Improvement for the team 

• Set-up KPIs for the team and implement a review and monitoring system 

• Involve in the team members performance evaluation and calibration activities 

REQUIREMENTS

• At least 8-12 years in a MNC and Customer Service environment 

• Sound knowledge in logistics and shipping. Familiar with export documentation e.g. Letter of Credit, Bill of Lading, Airway Bill, Export Letter of Credit orders, preparation of banking documents using Trade Services online banking system etc. 

• Experienced in using SAP S4/Hana system, MS Office and Power BI tool/dashboard, will be an added advantage 

• Good team player, able to work independently and takes initiative to pro-actively resolve issues as a leader 

• Ability to work under pressure with tight project timelines 

• Familiar working in a matrix reporting structure 

• Meticulous, organized and possesses positive attitude 

• High problem-solving skills required especially around SCM, process analysis/design 

• Working with access database and familiar with data crunching and analysis 

• Able to work with minimal supervision on meeting Project milestones and deliverables 

• Good communication and interpersonal skills. Fluency in spoken and written English and Chinese is required