A Day in Your Life at MKS:As a Customer Service Team Leader, SEA at MKS Atotech, you will partner with Sales, Finance, cross-functional teams, and stakeholders to manage the overall order-to-delivery process including order management, delivery planning and arranging, customer billing, customer returns, and customer complaint management.
Act as a primary liaison for inquiries related to orders and deliveries.
In this role, you will report to the Regional Supply Chain Manager, SEA.You Will Make an Impact By:Oversee and supervise the customer service team in SEA to ensure effective order-to-delivery operations including sale orders, price maintenance, customer returns, customer billing and delivery documents, credit/debit memo, equipment on loan agreements, following the standard operating procedures and system.
Oversee overall transport/shipment planning including supervising the Penang warehouse operation team to ensure accuracy and on-time delivery to customers while maintaining cost-effectiveness.
Handle customer complaints by coordinating with relevant stakeholders in order to seek appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
Build sustainable relationships and customer trust through interactive and professional communications either by phone calls or emails.
Be a primary liaison for customers and relevant stakeholders regarding order and delivery inquiries.
Ensure personal and functional KPIs are met.
Monitor 3PL vendors' performance by setting up relevant KPIs and ensuring the performance is met.
People management: provide necessary training, coaching, and mentoring to direct reports to enhance team engagement.
Seek continuous process improvements, productivity enhancements, and cost-out initiatives.
Share best practices and interact with counterparts across the region and globally.
Perform other duties, tasks, and responsibilities as assigned or required.
Travel Requirements: Up to 25% of travel is required.Required Skills:Bachelor's degree in Business Administration or related field.
At least 10 years of experience in the customer service field; chemical industry experience is preferred.
Knowledge in trade and customs privileges e.g., BOI, Free-Zone and bonded WH, FTA, LMW, etc., is a plus.
Knowledge of Office software and SAP SD module, specifically in order to delivery process.
Good command of spoken and written communication skills in English and local language(s).
Customer orientation with a good service-minded attitude, ability to remain professional and courteous with customers at all times.
Ability to coordinate across functions and locations to ensure successful outcomes.
Self-motivated with a high sense of urgency, resourcefulness, and adaptability.
Effective time management skills including sequencing of own work with effective resource management.#J-18808-Ljbffr