Customer Service

**Bring your passion. Build the future.**

**What you’ll do**

To provide support to all internal & external customers and mentor team members to sustain a high level of service and to drive for results.

In accordance with the Order to Cash (OTC) principles and guidelines, the Customer Service & Logistics Team Lead takes ownership of the correct order & Logistics processing and all communication related, for a correct order handling, respecting the boundaries of the supply (and cost) conditions, SHE and with a focus on customer satisfaction. He/ she also acts as the ambassador for OTC initiatives and trainer for OTC systems and processes for the region.

**We bring**

A team that truly cares about sustainability, each other and our customers

A genuine passion to improve the lives of others

**Your key responsibilities**
- Lead, coach & motivate team members. Manage and drive the team to improve performance, efficiency & resolve conflicts
- Clearly communicate goals. Conduct appraisals which encourage employee engagement
- Lead by example. Drive improvement initiatives. Foster a continual improvement mindset among team members
- Monitor performance, lead the team to achieve KPI and ensure proper backup plan is in place
- Manage product allocations to orders and ensure no wastage
- Sales order management for assigned customers
- Work in close collaboration with planning, sales and other departments to ensure great service level to customers
- Assertively and pro-actively monitor status of open orders. Communicate potential delays to customers and Account Managers. Propose alternatives where appropriate
- Monitor customer order patterns and escalate inconsistencies to line-manager and Account Managers
- Handle customer complaints, collaborate with respective functions for complaints investigation and ensure complaint closure within expected timeframe
- Support sales management in the follow up on outstanding payments, monitoring and escalate credit limits issues where appropriate
- Flexibility with working hours to accommodate business needs and projects
- Review, develop, implement & update Standard Operating Procedures
- Manage and improve 3PLs performance, with SHE policies in mind, to improve our Transport Reliability
- Trainer for new hires and existing members
- Act as backup during departmental colleague’s absence when necessary
- Additional projects and/or duties based on business needs

**You bring**
- University degree with at least 5 years equivalent experience in customer service or order management (OTC).
- At least 2 years of team lead experience managing a team of up to 10 staff will be preferred
- Must have SAP experience - SD & LE module, highly preferred - MM modules
- Must be highly energetic with ability to drive for results
- Well-developed communication skills. Good level of numeracy
- High level of accountability, resilience and emotional regulation
- Highly skilled in Microsoft Excel
- Pragmatic problem-solving skills in complex environment
- Has a passion for continual improvement
- Experience in & ability to effectively work in a multi-cultural environment, dealing with customer accounts managed by multiple Account Managers located in different geographical locations
- Advantageous if able to speak Japanese/ Korean/ Thai language to work with stakeholders across the region
- Yellow Belt certified will be preferred
- Basic warehousing and distribution knowledge in product storage and requirements of domestic and global shipment practices
- Basic knowledge of import and export regulations for the relative countries
- Advantageous to have business process re-engineering/ SAP implementation/ project experience

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.