The Manager of Customer Service LPS is responsible for all aspects of frontline customer services and meeting service standards by managing and overseeing day-to-day operations. The successful candidate will lead, coach and support a team of Customer Service staff and is also expected to work closely with commercial sales leaders and other global & regional functional teams. These include working with commercial teams to manage open orders and ensuring revenues are fulfilled timely, implementation of Customer Service Strategy, continuously seeking innovative solutions to improve customer experience, initiate process improvement, and system enhancements to promote operational effectiveness.

Main Responsibilities & Tasks:

• Managing and overseeing the day-to-day Customer Service operations
• Supervise of daily order handling, purchasing, importation/exportation, sales support work and SOP activities to provide a high service level to customers.
• Act as second level escalation for critical cases and ensure timely resolution.
• Implementation of delivery KPI’s in collaboration with internal and external suppliers
• Work efficiently with the team members to ensure timely order processing, inventory is optimized through proper purchasing activities and safety stocking management so that orders are deliver to customers/distributors and revenues are optimized
• Coordinate and communicate with cross-functional departments, customers/distributors, freight & distribution, global product managers and 3PL service providers
• Liaise with Operations / SCM departments of the respective manufacturing sites to escalate customer service related issues and ensure timely resolution
• Lead, coach and support team members and ensuring adherence to corporate policies and processes
• Key team member of SEA Management Committee
• Drive culture of continuous process improvement and automation.
• Participates in cross-functional project teams on as needed basis and executes project goals to a successful completion
• Undertake any relevant tasks as may be directed by the superior from time to time.

Qualification & Skills:

• Graduated with a bachelor’s degree in international business or trade 
• 8-10 years working experience with 3-5 years in a leadership role managing customer service operations
• Requires minimal supervision and is able to priortise on work to meet deadlines and commitments
• Service and detail oriented
• Prior experience in life sciences, medical devices, biotechnology or related industry is preferred
• Managing and overseeing the day-to-day Customer Service operations
• Supervise of daily order handling, purchasing, importation/exportation, sales support work and SOP activities to provide a high service level to customers.
• Act as second level escalation for critical cases and ensure timely resolution.
• Implementation of delivery KPI’s in collaboration with internal and external suppliers
• Work efficiently with the team members to ensure timely order processing, inventory is optimized through proper purchasing activities and safety stocking management so that orders are deliver to customers/distributors and revenues are optimized
• Coordinate and communicate with cross-functional departments, customers/distributors, freight & distribution, global product managers and 3PL service providers
• Liaise with Operations / SCM departments of the respective manufacturing sites to escalate customer service related issues and ensure timely resolution
• Lead, coach and support team members and ensuring adherence to corporate policies and processes
• Key team member of SEA Management Committee
• Drive culture of continuous process improvement and automation.
• Participates in cross-functional project teams on as needed basis and executes project goals to a successful completion
• Undertake any relevant tasks as may be directed by the superior from time to time.
• Requires both written and verbal communication skills in English
• ERP system experience is preferred
• Good MS Office skills, Word, Excel, PPT, SAP experience is a must