Customer Service Team Lead (East/ Hybrid/ SAP)

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Customer Service Team Lead (East/ Hybrid/ SAP)

[Job Order: 1483645]

Responsibilities:

Customer service operations management

• Oversee the end-to-end order processing workflow to ensure timely and accurate

  order fulfillment.

• Address customer inquiries, complaints, and escalations promptly, maintaining a

  professional and solutions-oriented approach.

• Monitor and track delivery status, ensuring customers are informed of progress and

  any delays.

• Manage backorder follow-ups, ensuring timely resolution and customer

  communication.

• Review and approve customer discrepancies submissions such as claims and credit

  memos, within the SAP system.

• Collaborate with the warehouse and logistics teams to manage outbound order

  volumes and provide accurate forecasts for budgeting and manpower planning.

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• Conduct regular meetings with customers, internal staff, and cross-departmentalteams to foster strong relationships and address issues.
• Monitor and follow up on overdue payments from customers, ensuring timelyresolution and maintaining positive relationships.
• Travelling to meet up with suppliers as and when necessary.

• Ensure compliance with Security Export Control regulations, including customer andend-user screening, as required.
• Prepare annual sales forecasts and update quarterly revisions based on actualperformance and market conditions.
• Monitor monthly sales expectations, analyze variances, and identify key factorsaffecting sales trends and volume.
• Prepare and present monthly KPI reports for management meetings, highlightingachievements, challenges, and areas for improvement.
• Plan for spare parts selling prices strategies according to market / equipment type.

• Set departmental objectives and establish key performance indicators (KPIs) forindividual team members to align with company goals.
• Approve staff leave requests through the system, ensuring adequate coverage andsmooth operations.
• Yearly and/or half-yearly goal settings with staff and half-yearly appraisals.
• Additional tasks assigned by management.

• Leadership skills to lead a team
• At least 3 years of Customer Service experience, order management, and delivery management
• Knowledge of SAP is an advantage.
• Proficient in Microsoft Excel including functions such as VLOOKUP, PivotTables, and IF functions.
• Willingness to travel occasionally for work-related purposes.

Please add me on Linkedin to stay connected for the latest updates! https://www.linkedin.com/in/victoria-loh-64212131

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To Apply, please kindly email your updated resume to [email protected]

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EA Personnel Name: Victoria Loh Jie Li

EA Personnel Reg. No.: R1330197

EA Licence No.: 07C5771