Head of Customer Service, Asia Pacific - Singapur, Singapore - Brenntag

    Brenntag
    Brenntag Singapur, Singapore

    Found in: Talent SG C2 - 2 weeks ago

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    Description

    Our team in Singapore currently has an opening for a Head of Customer Service, Asia Pacific

    YOUR ROLE & RESPONSIBILITIES

    Summary

    Responsible for executing the region'scustomer service strategies and develop an integrated customer service functionfor productivity and excellence. He/She is also required to lead customerservice transformation efforts by guiding country customer service teams inalignment to the centralized APAC Customer Service governance and framework.
    The candidate should be a passionateCustomer Service professional, with outstanding cross-functional stakeholdermanagement skills, experienced in transformation initiatives, and possess theability to influence across diverse culture settings across the region. Thecandidate should be capable of building strong partnership with internal (e.g.commercial business units, supply chain) and external partners (customers),build trust and engagement, to sharpen execution and deliver outstandingcustomer service experience.

    He/she should also identify and harnessglobal best practices and benchmarks in the customer service domain and ensureall country customer service teams understand, align, and adhere to global andregional guidelines.

    Job Description


    •Develop and Execute APAC region's Customer Service Strategies

    •Develop APAC Customer Service Governance Framework and Systems

    •Develop APAC Customer Service Organization and its Competencies

    •Develop APAC Customer Service Customer-Centric Culture and Mindset

    •Develop APAC Customer Service Performance Management Metrics and KPI at regional and country level

    •Be the champion of continuous improvement in all Customer Service-related areas, applying best practices, standards, and leverage tools and digital technology in driving excellence

    •Be a subject matter expert in Customer Service and a business partner to all stakeholders

    •Ensure that the country level customer fulfilment function and their processes are aligned and integrated across the order-to-cash process based on the defined APAC framework

    •Partner APAC BU Presidents, Division Commercial Leaders, Regional Directors, and Country MDs throughout the customer fulfilment process, and identify continuous improvement opportunities

    •Define the functional guidelines of customer fulfilment, and coach Country Customer Service Leaders in ensuring consistent execution

    YOUR PROFILE


    •Bachelor's or Master's degree

    •10 years of working experience with a proven track record of 5 years in leadership position

    •Proven competencies in Customer Service, Order Fulfilment, Supply Chain Management, Planning, Sales, or other related functional background

    •Proven ability to develop and implement Customer Service strategies, initiatives, and transformation within organization

    •Prior experience in Customer Service team management with a Chemical, FMCG, or Distribution MNCs is highly valued

    •Ability to balance long term strategic customer service direction, with the day-to-day operational challenges and requirements.

    •Ability to create functional and scalable systems and processes,

    •Competency in continuously improving status quo

    •Eye for details with strong stakeholder management skills,

    •Strong analytical skills, and ability to present analysed information concisely

    •Capable of handling ambiguity

    •Adaptable to rapidly changing business dynamics in a fast-paced environment