Team Leader, Customer Service

Job description

Work Schedule Standard (Mon-Fri) Environmental Conditions Office

Job Description

This is a Southeast Asia Customer Service role, and you will report to the Customer Service, Supervisor. You will drive ownership and responsibility for the day-to-day order fulfillment tasks and provide Excellent Services to our Customers and Channel Partners. You are professional, accountable, Customer centric (Customers First mentality) and enjoy working in a fast-paced matrixed environment.

Responsibilities

Main contact window for customer, channel partner and team member through phone, email, and or meeting mode of communication. An Account Management by providing proactive communication on any changes or delays and provide alternate options/solutions. Respond optimally and efficiently to customers inquiries, ranging from quotation, orders, product availability, pricing, delivery, billing, return/replacement, complaints and other forms of documentation (e.g. proof of delivery, etc).

This includes preparation of vital documentation to complete the order transactions in a timely manner. Build strong partnership with other functions such as Sales, Supply Chain & Global Factories to meet Customer's expectations, as well as work with Finance on Accounts Receivables (AR), Accounts Payables (AP) issues and follow up where needed. Partner with your supervisor to establish team goals, develop action plans, track performance, and identify opportunities for continuous improvement.

Oversee daily Quote-to-Cash activities, including orders, returns, replacements, debits, and credits. Support employee growth through coaching, development planning, training opportunities, and performance reviews. Recognize strong contributions and build a sustainable talent pipeline through succession planning. Plan, prioritize, and review team workflows and project assignments to ensure operational goals and key performance indicators (KPIs) are achieved.

Take ownership of customer issues, conduct root-cause analysis, coordinate appropriate resources, and drive timely resolution while keeping customers and stakeholders informed. Apply Practical Process Improvement (PPI) methodologies to lead continuous improvement initiatives. Identify process gaps and recommend process or system enhancements that improve efficiency, productivity, and customer experience. Communicate customer experience (CX) initiatives and actions across the organization.

Lead or contribute to cross-functional, cross-divisional, and company-wide CX initiatives and projects. Serve as a trusted business partner by understanding divisional strategies and collaborating with commercial teams to support customer retention, business performance, and organic growth. Ensure compliance with company policies, procedures, ethical standards, service-level agreements, and order fulfilment requirements.

Maintain accurate documentation and audit-ready records. Act as an effective change leader by setting a positive example, communicating clearly, and helping the team navigate change with confidence and engagement. Take on additional responsibilities, initiatives, and projects as assigned by the Supervisor or Manager.

Requirements

Diploma in Logistics/Supply Chain/Life Science or relevant major 5 years of experience in Customer Service function Candidate to be customer service oriented and excellence in phone and email etiquette skills. Proficiency in ERP like SAP, E1 (Oracle), & MS Office Preferred. International Trading Knowledge Fluent in both spoken and written English, additional language skills such as Mandarin, Bahasa Indonesian, Thai, Vietnamese are a plus Possess attentive listening and problem-solving skills.

Passionate about improving Customer Allegiance Score (CAS). Curious and accept continuous process improvement. Self-Starter and quick learner. Positive and greet changes as opportunities. Able to work independently, as well as collaborate with peers to work towards a common goal. Multi-task efficiently in a fast-paced environment. Communicate with others openly, respectfully and positively in a professional manner. Demonstrates the ability to operate in a fast paced, multi-tasking environment.

Focuses and anticipates the needs of external and internal customers. Owns the customer experience and consistently delivers on commitments. Accuracy is required in performing all functions of this position. Self-starter with enthusiasm and positive attitude. Initiative and good organization skills are extremely valuable to ensure good customer service. Passionately curious. Sees things from new angles, questions assumptions and conventional thinking.

Resilient and not afraid of changes. Loves taking on difficult challenges and resolving it. Ability to work independently and yet cohesively in a team environment.