YOUR TASKS AND RESPONSIBILITIES

• Customer Operations Lead within the region and 3 the 2 hubs (Thailand and China) an efficient Order management & fulfillment, billing, and distribution activities & team to maximize customer experience. Ensure quickly & accurately, problem resolution related to sales order management, backlog, invoicing and return processes. Ensure product allocation management according to production, sales forecast and customer prioritization strategy.
• Accurate inventory & Logistic Cost: Manage the accuracy of all inventories, shipping and receiving documents – gathers and maintains data records relative to shipping activities. Determine and propose the most cost-effective and transportation/warehousing products efficient means, meeting the customers and company needs
• 3PL service management | Set up and manage the performance of third-party contract logistics companies, ensuring that the 3PL's are operating within cost, in line with service level required , ensuring compliance to Standard Operating Procedures and company policies and ensuring all KPIs are setup and tracked, monitored as per agreed criteria to drive performance.
• Support Sales & Marketing teams | Lead analysis of sales order to achieve internal goals considering customer requirements, strategy and company policies. Enable support to Sales and Marketing teams with information, training, guidelines, planning and management about sales order process.
• Distribution & Customer Service Excellence | Ensure implementation of forward-looking strategies and projects to enhance customer experience and interactions overtime.
• Team leadership: lead the two hubs (Thailand and China), steer the talent development in the team, foster a positive work environment, diversity and strong interaction with SCM communities, other Customer Service teams around the globe (CS community) and any relevant areas.
• Ensure continuous improvement, innovation through transformational change (data-driven decision automation, RPA etc.) to drive efficiency and excellence

WHO YOU ARE

• BS Degree or higher in Business, Supply Chain, or related fields
• +10 years experience in Customer Service, Commercial, Logistics, Supply Chain & Administration, incl. managing teams and service hubs
• Knowledge/experience in similar business area preferred
• Customer focus, strategic mindset, results orientation, collaboration, agility, conflict management, decision making, strong communication, negotiation, relationship management and regional intercultural skills
• Knowledge of O2B IT systems and tools, e.g. ERP (possibly MS Dynamics 365, highly appreciated).
• Job holder must speak and write fluent business English. Other APAC languages highly appreciated (Thaï, Mandarin, Japanese etc.)