YOUR TASKS AND RESPONSIBILITIES

• Provide day to day operational and people management leadership to a group of Customer Service Specialists, focused on order management. Coach and manage team to achieve quarterly expectations and support yearly targets.
• Articulate and reinforce roles and responsibilities of team members ; coordinate and distribute workload among the group of Customer Service Specialists; support and coach them in the creation and execution of personal and business development goals, removing roadblocks where possible.
• Utilize KPIs and metrics to ensure that Customer Service Specialists perform and execute work in accordance with defined timelines and service level agreements while maintaining order accuracy ; and proactively drive corrective action when performance gaps are identified.
• Oversee and ensure the development and maintenance of, and adherence to, all operations and service standard operating procedures for department, including QMS and internal control documentation.
• Collaborate with internal partners to understand customer needs, and develop internal processes that align with and support the customer vision.
• Partner closely with regional/global counterparts to ensure end-to-end process efficiency, from order receipt through order shipment ; coordinate and facilitate on import / export and supply planning, both mid and long term forecast including recommending excess inventory to fulfil gap.
• In conjunction with the Sales and QA teams, ensure Customer complaints are dealt with and settled as quickly as possible as well as make product available for Test and Trials.
• Escalate cross-functional issues and drive the resolution thereof. This can include issues such as order and/or delivery & warehouse issues, quality, labelling and regulatory issues.

WHO YOU ARE

• Bachelors' Degree, preferably in Business Administration, International Business, Marketing, Manufacturing, Supply Chain, or related field
• 5+ years of relevant business experience focused on business management, international business, and/or supply chain
• Demonstrate strong analytical, planning and decision making skills and an ability to respond to changing circumstances
• Experience working with or leading cross functional teams
• Strong verbal and written communication skills
• Proficient in Microsoft Office and SAP
• Excellent customer service skills, strong ability to collaborate and demonstrate courage