Head of Customer Service Center

3 days ago

Singapore Alfa Laval Full time
Head of Customer Service Center & Process Excellence, SEA

Join to apply for the Head of Customer Service Center & Process Excellence, SEA role at Alfa Laval

Head of Customer Service Center & Process Excellence, SEA

Join to apply for the Head of Customer Service Center & Process Excellence, SEA role at Alfa Laval

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Every day, we get opportunities to make a positive impact – on our colleagues, partners, customers and society. Together, we're pioneering the solutions of the future and unlocking the full potential of precious resources. Trusted to act on initiative, we challenge conventional thinking to develop world-leading technologies that inspire progress in vital areas, including energy, food, water and shipping.
As we push forward, the innovative, open spirit that fuels our 140-year-old start-up culture and rapid growth also drives our personal growth. So, as we shape a more resourceful, less wasteful world, we build our careers too.
Who You Are
You are a self-motivated team player with the ability to easily network in an international and cross-cultural environment, working in line with Alfa Laval drivers; Action, Interaction, and Satisfaction. You are driven and see solutions rather than problems, effectively prioritizing and executing tasks. A focus on continuous improvement is in your DNA. You build trust, by clear communication with no prestige.
If the above sounds like you, this position might be just what you're looking for
About The Job
We are seeking an experienced leader to oversee and drive the customer service operations and process excellence initiatives across Southeast Asia. The role is responsible for delivering exceptional customer experience, optimizing service processes, and leading regional teams to achieve operational excellence and customer satisfaction.
Job Description
Strategic & Operational Leadership

  • Elaborate the annual CSC action plan, setting key priorities aligned with the local Sales Strategy and business targets.
  • Lead the Customer Service team with clear direction, ensuring performance is aligned with company goals and the defined plan.
  • Develop, motivate, and coach direct reports to strengthen competencies and secure succession planning.
Order Management & Execution
  • Oversee the end-to-end order fulfilment process, from entry to delivery, ensuring accuracy, timeliness, and adherence to customer contract requirements.
  • Monitor and follow up on backlog and invoicing to ensure timely revenue recognition and customer satisfaction.
  • Coordinate order logistics with Alfa Laval factories to align with contractual delivery terms.
Customer & Stakeholder Collaboration
  • Champion a customer-centric mindset and ensure consistent high-quality service delivery.
  • Act as the main point of escalation for complex service issues or key accounts and drive the custoner claims management process
  • Coordinate closely with Sales, Finance, Supply Chain, and other departments to ensure a seamless customer experience.
Finance & credit risk Management
  • Execute the credit control as instructed by Finance through the Customer Support team.
  • Coordinate with the Finance team for backlog follow-up, and resolution of credit or

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