Customer Service Lead APAC

Job Highlights

• Responsible for the day-to-day execution and continuous improvement of Customer Service activities across APAC,Strengthen customer proximity across the APAC CS organization,Establish regional CS leadership in APAC,Drive LRD implementation locally
• Actively manage and support daily Customer Service operations for a defined business area & handle operational tasks during peak workloads, absence coverage, escalations, or critical customer situations
• Serve as the regional expert for SAP-based Order Management and Order-to-Cash processes, ensuring accurate and efficient transaction processing, delivery coordination, issue resolution, and customer communication.
• Provide functional leadership and guidance to Customer Service teams across APAC, supporting problem-solving, best-practice sharing, and process compliance.Drive harmonization, standardization, and efficiency of Order-to-Cash processes across the region.
• Drive a customer-centric approach by encouraging direct customer engagement and building a thorough understanding of customer requirements
• Support digitalization initiatives and promote the adoption of eBusiness solutions in close collaboration with Sales.
• Monitor and improve key service KPIs, including OTIF, backlog management, and service performance.
• Collaborate closely with Sales, Supply Chain, Logistics, Planning, and other stakeholders to resolve operational challenges and improve customer experience.

Experience / Skills

• Graduate with Proficency in Order to Cash Process ( SAP L4P).
• 5-10 years of Experience in Customer Service.
• Very strong in SAP OTC processes.
• The candidate should be capable of growing into a leadership role in an intercultural environment in Asia.
• Should be able to interact with Customers & Cross functional teams.