Vice President South Asia Customer Service Leader

1 month ago

Singapur, Singapore Mouser Electronics Full time
Job Title: Vice President South Asia Customer Service

The Vice President of Customer Service provides strategic leadership to the Customer Service organization for the assigned region, driving revenue growth, customer satisfaction, and achieving Mouser customer service objectives.

Key Responsibilities:
  • Develop and implement plans and strategies for growing business and achieving company goals.
  • Lead and motivate large multi-generational teams, set clear expectations, provide guidance, and support to nurture a culture of collaboration and success.
  • Provide detailed and accurate forecasting and annual budgets.
  • Work with corporate cross-functional teams to champion the development/enhancement of critical service growth solutions that align with company goals and initiatives.
  • Manage key customer relationships and actively participate in closing strategic opportunities.
  • Ensure staffing resources are appropriate and oversee the recruiting, and movement of all Customer Service personnel.
  • Directly and indirectly manage staff to achieve company and department goals and encourage professional development.
  • Ensure employees adhere to local and US government trading regulations.
  • Monitor customer, market, and competitor activity and provide feedback to company leadership team.
  • Minimum 25% travel; within region for in-person meetings with customers and suppliers to develop key relationships and to corporate office in U.S.
  • Prioritize objectives and implement strategies to achieve company initiatives and increase operational efficiency.
  • Drive collaboration across the organization to identify needs and develop scalable solutions.
  • Directly and indirectly manages staff to achieve company and department goals and enhance professional development.
  • Manage with integrity, ethical business practices, and in accordance with Mouser policies, procedures, and practices.
  • Ensure employees adhere to regulations applicable to our business, Prohibited Business Practices Policy, and Global Code of Conduct & Ethics.
  • Guide their management teams regarding employee performance, hiring, transfer, advancement, and termination, including collaboration with Human Resources.
  • Develop and maintain productive work teams including hiring qualified personnel, training, and managing performance management, transfer, advancement, and termination.
  • Flexible to meet the changing needs of the business and willingness to take on new responsibilities and assignments.
  • Initiates, establishes, and maintains highly effective relationships with internal and external business contacts of various cultures, and at all levels.
  • Strong interpersonal skills, relationship-building, and negotiating skills.
  • Sound judgement, decision making, and execution in a fast-paced, dynamic setting.
  • Proactive, self-motivated, and self-directing.
  • Extremely confidential and trustworthy.
  • Demonstrates knowledge and understanding of critical job functions of the team and people management.
Requirements:
  • Intimate knowledge of the customer service environment and industry understanding.
  • Strong customer knowledge for assigned region.
  • Supplier relationships with Mouser key suppliers would be a bonus.
  • Proficiency in Tableau Advanced skills in Microsoft Office applications (specifically, Excel, Outlook, PowerPoint).
  • Proficiency with Salesforce CRM.
  • Ability to converse in multiple languages relevant to assigned region would be an advantage.
  • Demonstrated strong leadership presence and maturity.
  • Solid change management skills with the ability to influence at all levels of the organization.
  • Ability to quickly establish a vision, and the tenacity to drive through to completion.
  • Strong business acumen, excellent analytical, organizational, and critical thinking skills.
Education and Experience:
  • Bachelor's Degree is typically expected.
  • Internal candidates: Minimum 7 years of management experience including, a minimum 3 years as an exceptional performing Mouser director.
  • External candidates: Minimum 8 years management experience, including minimum 4 years as a director or a higher-level management position. Exceptional references required.

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