Customer Service Team Lead - SEA & Regional Order-To-Cash (OTC)

Position Overview

This leadership opportunity focuses on directing and optimizing Customer Service (CS) operations for the Southeast Asia (SEA) region, ensuring smooth execution of end-to-end Order-To-Cash (OTC) activities. The role emphasizes achieving superior customer experience, operational excellence, and alignment with both global standards and regional requirements. Responsibilities span managing inter-company and third-party orders, export shipment handling, customer complaint resolution, and harmonizing processes amid legal entity transitions.

Key Duties

• Lead and oversee daily Customer Service functions across SEA to meet service targets and business goals.
• Promote standardized and efficient CS workflows throughout SEA markets.
• Manage comprehensive OTC processes: order entry, order tracking, delivery coordination, invoicing support, and shipment monitoring.
• Ensure timely and accurate execution of both inter-company and third-party customer orders.
• Coordinate export shipments, maintaining compliance with relevant shipping and trade regulations.
• Serve as main escalation contact for customer complaints, guiding resolutions through Non-Conformance Management.
• Collaborate with cross-functional teams such as Supply Chain, Logistics, Finance, Production, and Sales to facilitate seamless operations.
• Support Business Managers and Sales teams through proactive communications on order statuses, product availability, and delivery timelines.
• Monitor CS key performance indicators, driving initiatives for continuous improvement and enhanced customer satisfaction.
• Lead, mentor, and develop Customer Service Specialists to boost team capability and engagement.
• Manage master data processes to ensure accurate order handling.
• Provide timely and detailed reports on order statuses, analyze customer order trends against sales forecasts, and coordinate with Sales and Supply Chain to manage demand and supply risks.
• Act as regional Subject Matter Expert (SME) for OTC processes within SAP S/4HANA, ensuring compliance and standardization across countries.
• Lead regional projects aimed at OTC process improvements, partnering with local teams to implement and sustain enhanced procedures.

Job Requirements

• A Bachelor's degree in Business Administration, Supply Chain, Logistics, or a related field.
• At least 5 years of professional experience in Customer Service, Order Management, Supply Chain, or Logistics operations.
• Minimum 2 years of leadership experience managing regional customer service teams.
• Comprehensive knowledge of OTC processes, export shipment coordination, and intercompany operations.
• Proficiency with SAP ERP (preferably SD/MM modules) and Microsoft Office tools.
• Strong communication, stakeholder engagement, and problem-solving skills.
• Ability to work efficiently in a dynamic, multi-priority regional setting.
• Experience supporting SEA regional operations during legal entity transitions is advantageous.
• Demonstrated leadership in regional process improvement or system enhancement projects.
• Possess a strong analytical mindset with a focus on continuous improvement.