Customer Service Team Lead / Manager (Order Management & Logistic)

• Position: Customer Service Team Lead / Manager -(order management and logistics)
• Working Days: 5 days (Mon-Fri)
• Working Timing: 830am – 530pm
• Working Location: North Bridge Road, High Street Centre (Near Clarke Quay)
• Starting Salary: $4000 - $6000

The Customer Service Team Lead (or Manager) is responsible for overseeing the order management process and ensuring exemplary customer service delivery. This role entails managing a team of order management representatives, coordinating with various departments to streamline order processing, managing periodic reporting requirements, and enhancing customer satisfaction.

Key Responsibilities:

• Hands-on support and ownership of the full order-to-cash function for customers across Bangladesh, Thailand, Vietnam, Taiwan, China, Pakistan for a start, but not limited to.
• Lead and manage the order management team, providing guidance and support to ensure efficient workflow and high-quality customer service. A hands-on approach is necessary.
• Develop and implement order management policies and procedures to improve efficiency and accuracy, especially in areas of managing letters of credit.
• Serve as the primary point of contact for escalated customer inquiries and issues related to order processing/fulfilment.
• Collaborate with sales teams, inventory teams, production plants, external logistics partners, and system support to ensure timely fulfilment of customer orders.
• Review and refresh key performance indicators (KPIs) for internal teams and external partners.
• Consider learning and development opportunities for team members, together with recommending changes for continuous improvement.
• Ensure adherence to compliance and regulatory requirements in order processing.

Job Requirements:

• Degree/Professional certificate in a related field preferred.
• 5+ years of experience in customer service or order management, with at least 2 years in a supervisory or managerial role.
• Strong understanding of order management systems (SAP R3 (ECC) or S4 Hana) and processes.
• Good working knowledge in the negotiation of Letters of Credit for countries, as well as other payment terms such as D/P, D/A, etc.