Manager, Cs, Gsc-liquids, Roa

JOB TITLE**: MANAGER, CUSTOMER SERVICE, GSC LIQUIDS, ROA**

ORG UNIT NAME**:PETROCHEMICALS**

LOCATION**:SINGAPORE**

**JOB PURPOSE**
- Direct, coach, train, and motivate assigned customer service team. Ensure development plans are defined and individuals are assigned to appropriate roles.
- Provide strong leadership in the training and development of customer service teams short and long term
- Develop and execute Order to Cash (OTC) Management performance metrics, both individually and as a team, aggressively drive process improvements within the department, and influence improvements across the organization as a whole.
- Contribute and participate in strategic and tactical decisions on immediate and future operational opportunities promoting a flawless and executable order management outcome.
- Communicate current and future shipping expectations by customer to our sales team, operations team to internal stake holders.
- Analyze current and future orders to maximize revenue and ensure customer satisfaction; accountable for all facets of OTC processing to ensure flawless order-to-cash execution ensuring immediate resolution to issues.
- Implement and maintain customer-focused standard operating working procedures;
- Maintain assigned budgets.
- Visit our supply chain facilities and our customers; overseas travel will be required on an as needed basis.
- Communicate effectively with Sales, coordinating distribution of information necessary to obtain desired customer service goals.
**JOB RESPONSIBILITIES**
**OTC Management**:

- Lead the Customer Service (CS) in NEA-Agri Nutrients to ensure smooth execution of OTC activities across all business units.
- Manage the “Order to Cash (OTC)” process in the region, including functional steering of the local CS offices; execution and monitoring of all deliveries, alignment and communication with MEA Customer Service & MEA Supply Chain Planning & Scheduling in order to secure delivery, improve customer satisfaction and comply with audit and EHSS guidelines.
- Provide direction for all in-bound and out-bound customers interfaces and order management to sustain and enhance business relationships with key account customers.
**Strategy & Risk Management**
- Contribute or participate in strategic decisions to meet short term & long term Supply Chain objectives.
- Manage the impact of supply interruptions on the customers and minimize commercial and delivery penalties (e.g. dead freight, demurrage, diversions) by working together with stakeholders both internally and externally.
- Interface with Credit Management Team and Sales Team who review customers' financial position with the objective of protecting SABIC's financial interests.
**Monitoring & Operation**
- Continuously review and improve our customer service processes in order to enhance our customer service levels and efficiencies.
- Ensure regular KPI meetings with cross-functional teams (Sales, SC execution, and Finance) to identify gaps in the current performance and administer necessary steps to close them.
- Evaluate team workload periodically. Modify the processes and team sub-structure for job rotation, if needed, to achieve optimum service delivery to customers.
- Participate in quarterly performance meetings with other regional customer service managers and implement best-practices to support growth in NEA businesses.
**Customer Relationship Management**
- Ensure client and company initiatives are deployed and requirements fulfilled as requested and customers' contract requirements are administered as applicable within the Customer Service team.
- Escalation point for critical customer service issues and resolution
- Report on key support areas of account performance and develop / implement corrective action plans as necessary
- Manage with operational managers value-added services as required by customer
- Ensure development of department goals / metrics and assist with individual goals, as necessary, to align with company, site and customer objectives
- Participate in on-site management team meetings and account / site / customer committee meetings
- Create customer intimacy, including development and deployment of new or revised processes to meet customer goals and satisfaction such as data request are fulfilled consistently, timely and without impact to the daily work processes.
**Projects & Improvements**
- Work closely with Global COE and Improvement SC teams for all projects: planning, operations, logistics, costs, automation/e-commerce, work process improvements, optimization and outsourcing in order to have an efficient operation within Supply Chain Petchem.
- Identify, design of workflow, and partner with Information Technology (IT) team to develop systematic solutions in order to streamline processes, cut costs, accurately process orders, and support all business functions.
**Human Capital Management**
- Responsible for Training and development of NEA CS team to achieve the required competen