Customer Services Manager

Vacancy Details

Employer:Unique Personnel

The role is responsible for the end-to-end Order To Cash process in order to ensure on-time order fulfilment in Business-to-Business support at sub-regional level, and direct people management of country or sub-regional Customer Service organization.
Responsibilities/Description
Supervise the end-to-end Order to Cash process based on Sarbanes-Oxley Act compliance policy and customer complaint and service case management in daily operations of sub-regional customer service organization
Participate in Order to Cash complaint investigation at sub-regional level
Manage sub-regional Customer Service Organization's service level towards internal and external customers
Build a strong partnership with regional and global stakeholders
Drive continuous improvement in Order to Cash process and Service Level KPIs: on-time delivery, order entry accuracy, monthly compliance performance, customer complaint lead time, etc.
Participate in internal/external audit as needed
Translate Global Operations objectives and strategies into sub-regional Customer Service organization objectives and strategies based, and actively participate in Global/Regional Order to Cash projects
Manage sub-regional operational cost and customer service budget
Develop sub-regional Customer Service Organization capability and career succession Requirements