Regional Customer Care Lead, Hnc Apac

2 weeks ago

Singapore DSM Full time

Bring your passion. Build the future.

What you'll do:


To manage and coordinate Customer Services front end function for HNC APAC, ensuring high quality of service within defined KPIs and implementing strong customer service for our customers so as to achieve our BU goals and objectives.


Key Responsibilities:

Your responsibilities include, but are not limited to;

  • Implement and execute customer care policies & strategies set by the organization and realize a highquality longterm customer care operation that meets the strategies of the various BUs.
  • Realize customer care related activities within BU/BG, within the boundaries as set in the agreed customer service levels.
  • Lead a Team of Customer Care Specialists in the region (and markets) that are responsible for order entry via multiple means (manual, Customer Portal, IDP, etc.)
  • Lead projects of digitalization to bring efficiencies into the order entry and customer interaction processes.
  • Act as content owner of SAP customer care processes, SOPs (ISO) & user training manual.
  • Provide training & coaching to new and existing Customer Care team members.
  • Implement standard business processes, standardize procedures and working instructions used to execute customer order entry with zero defects.
  • Monitor and report on defined KPIs, identify, develop & implement continuous improvement measures.
  • Ensure proper communication with all involved parties in order execution team, supply chain team, supply locations & sales within BU/BG in order to ensure the alignment of all parties involved.
  • Communicate with external parties in customer service matters, both inside and outside DSM including handling of customer complaints & claims.
  • Work with planning team to ensure proper implementation of stock strategies.
  • Support on projects & assignments as and when required.

You Bring:

  • Diploma /Degree in business Qualification in Logistics / Operations.
  • Minimum 8 years of relevant experience in customer service, order fulfilment or sales.
  • Knowledge of and experience in SAP Modules is a plus.
  • Hands on knowhow of SD/MM & OTC/ Apollo modules
  • Knowledge of and experience in L/C, Incoterm & Int'l shipping rules & practices:
  • Experience in managing a remote, diverse team will be a plus.
  • Strong leadership, people management and team motivation skills.
  • A selfstarter and team player with ability to work under pressure with tight deadlines.
  • Strong interpersonal & problem solving skills and able to work effectively under multicultural environment.


Royal DSM is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law.

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