Job Description

Job title - Customer Service & Logistics Team Lead

Location - Singapore

Job model - Hybrid

To provide support to all internal & external customers and mentor team members to sustain a high level of service and to drive for results.

In accordance with the Order to Cash (OTC) principles and guidelines, the Customer Service & Logistics Team Lead takes ownership of the correct order & Logistics processing and all communication related, for a correct order handling, respecting the boundaries of the supply (and cost) conditions, SHE and with a focus on customer satisfaction. He/ she also acts as the ambassador for OTC initiatives and trainer for OTC systems and processes for the region.

Your mission

• Lead, coach & motivate team members. Manage and drive the team to improve performance, efficiency & resolve conflicts
• Clearly communicate goals. Conduct appraisals which encourage employee engagement
• Lead by example. Drive improvement initiatives. Foster a continual improvement mindset among team members
• Monitor performance, lead the team to achieve KPI and ensure proper backup plan is in place
• Manage escalation calls/ emails from customers
• Manage product allocations to orders and ensure no wastage
• Sales order management for assigned customers
• Work in close collaboration with planning, sales and other departments to ensure great service level to customers
• Assertively and pro-actively monitor status of open orders. Communicate potential delays to customers and Account Managers. Propose alternatives where appropriate
• Monitor customer order patterns and escalate inconsistencies to line-manager and Account Managers
• Handle customer complaints, collaborate with respective functions for complaints investigation and ensure complaint closure within expected timeframe
• Support sales management in the follow up on outstanding payments, monitoring and escalate credit limits issues where appropriate
• Flexibility with working hours to accommodate business needs and projects
• Review, develop, implement & update Standard Operating Procedures
• Manage and improve 3PLs performance, with SHE policies in mind, to improve our Transport Reliability
• Trainer for new hires and existing members
• Act as backup during departmental colleague\'s absence when necessary
• Additional projects and/or duties based on business needs

You bring

• University degree with at least 5 years equivalent experience in customer service or order management (OTC).
• Must have SAP experience - SD & LE module, highly preferred - MM modules
• Preferably with at least 2 years of team lead experience managing a team of up to 10 staff
• At least with basic knowledge of import and export regulations for the relative countries
• Advantageous if able to speak Japanese/ Korean/ Thai language

We bring

• A rich history and a promising future of bold scientific innovation and passionate creation with our customers;
• A space to grow by encouraging and supporting curiosity and an open mindset;
• A culture that prioritizes safety and well-being, both physically and mentally;
• The opportunity to work for a company where sustainability is much more than a claim and is core to our strategy and purpose;
• A flexible work environment that empowers people to take accountability for their work and own the outcome;
• Barrier-free communities within our organization where every employee is equally valued and respected - regardless of their background, beliefs, or identity;

Equal Opportunities Commitment

Dsm-firmenich is fully dedicated to inclusion because when people feel engaged and empowered, their creativity and innovation drives unprecedented progress. We aim to build a workplace where opportunity really is equal, so everyone can thrive. We do not discriminate, there\'s a place for everyone at dsm-firmenich.

Dsm-firmenich is an Equal Opportunity and Affirmative Action Employer. dsm-firmenich people are as diverse as our customers. For us that includes a commitment to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant\'s race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.

We are committed to providing reasonable support for disabled applicants in our recruiting process.

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About dsm-firmenich

As innovators in nutrition, health, and beauty, dsm-firmenich reinvents, manufactures, and combines vital nutrients, flavors, and fragrances for the world\'s growing population to thrive. With our comprehensive range of solutions, with natural and renewable ingredients and renowned science and technology capabilities, we work to create what is essential for life, desirable for consumers, and more sustainable for the planet. dsm-firmenich is a Swiss-Dutch company, listed on the Euronext Amsterdam, with operations in almost 60 countries and revenues of more than \xe2\x82\xac12 billion. With a diverse, worldwide team of nearly 30,000 employees, we bring progress to life\xe2\x84\xa2 every day, everywhere, for billions of people.

www.dsm-firmenich.com

Royal DSM