Job Description

The Customer Service Manager will oversee the end-to-end order fulfillment and billing process, acting as the key point of contact for order management for Asia-Pacific. This role ensures timely and accurate processing of customer orders, smooth billing operations, and clear communication across internal teams. The Manager will also deliver revenue performance analysis to Commercial Leaders and the Management Team to support decision-making. Ensuring the team are operating in accordance to corporate policies, International regulations and compliance.

General Responsibilities

1. Team Leadership and Performance Management

Provide leadership to the Customer Service team to meet corporate and departmental strategic objectives. Establish goals and monitor performance achievement through performance reviews. Manage and distribute team workload, and support business contingency planning. Mentor, coach, and empower team members while promoting a collaborative and high-performing team culture. Support the team in removing barriers, resolving conflicts, and driving accountability. Communicate, review, and monitor team members' performance against established metrics, policies, procedures, and goals. Ensure a safe, compliant, and ethical working environment for all team members.

2. Training and Development

Ensure team members are well-trained according to Standard Operating Procedures (SOPs), compliance requirements, and job responsibilities. Identify learning opportunities and provide relevant training to support continuous development. Oversee the execution of mandatory training for direct reports.

3. Cross-functional Collaboration and Compliance

Collaborate with other departments and peers to develop and implement regional solutions. Identify, participate in, and drive system and process improvement initiatives. Communicate requirements effectively to both internal team members and external stakeholders. Maintain knowledge of, and ensure compliance with, company policies as well as local labor, safety, and ethics regulations. Support all internal and external audits as required.

4. SAP and Operational Responsibilities

Update and maintain the SAP Material Master to ensure accurate and up-to-date information. Manage contract filing and maintain records in the SAP Contract Management system. Oversee SAP pricing control, including regular updates and maintenance to ensure pricing accuracy. Coordinate the annual Customer Feedback Survey, including preparation, distribution, and response compilation. Follow up with relevant partners to ensure timely billing cut-off processes. Handle recurring follow-up tasks and generate monthly and yearly reports as required.

Specific Responsibilities

Responsible to implement the SOPs for the end-to-end order fulfillment and billing process Act as the key point of contact for order management issues, including escalations, ensuring timely resolution and stakeholder communication. Maintain awareness and situational involvement in order management activities to proactively address challenges and delays. Ensure compliance with established SOPs by setting clear guidelines and operational frameworks for the team. Support the Customer Service and Sales Team on the monthly/quarterly billing timeframe Analyse and identify root causes of process deficiency and collaborate on solutions to bridge gaps, reduce risks, and drive process improvements. Provide regular reporting and updates on the status and progress of the Order Management process to relevant 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 advantage) 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 organised 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 the stakeholders * Identify problems, facilitate solution brainstorming, and support decision-making processes to drive effective outcomes