Customer Service Manager

What we offer

Explore a world of opportunities with us. Look ahead with us and help shape innovative solutions to make our world more sustainable and life healthier, more vibrant and more comfortable. At Evonik, you have the chance to explore, thrive, and grow alongside 33,000 colleagues. Among attractive career paths and high-quality development programs, we not only offer performance-based remuneration and occupational health benefits but also hybrid and flexible working environments with #SmartWork. Bring your fresh perspective, develop your strengths, break out your mold, and find a career that fits your dreams with us.

Click on the link below to learn what our employees have to say about Evonik:

PURPOSE

The principal accountabilities of the Customer Service Team Lead/Manager is to manage the day-to-day operations, plan activities of the team members to ensure timeline, milestones, accuracy and efficiency are met.

In addition, this position will also be responsible to map the Order-to-Cash process flow for Customer Service across the respective Business Line(s). This position will be responsible for supporting the ASIA markets for the respective Business Line(s).

RESPONSIBILITIES

Lead a team of at least 8-12 Customer Service Representatives based in Singapore, ensuring day-to-day key OTC operations are carried out timely and in an efficient manner

Assign administrative & functional responsibilities to the respective Customer Service Representatives

Oversee the daily operations of the Quote-to-Cash process

Set up Customer Service Standard Operating Procedures

Forerunner in creating a continuous improvement environment amongst team members, driving and implementing changes to bring about overall order efficiency and productivity gains, including increasing overall customer experience

Will also involve leading independent project(s) as a Team Lead, arising out of a continuous improvement initiative or organizationally driven;

Interact with colleagues from Headquarters, Regional and local Sales & Marketing, Supply Chain, Controlling & Accounts Receivables, Credit & Legal, Trade Compliance teams wherever applicable, to drive Continuous Improvement for the team

Set-up KPIs for the team and implement a review and monitoring system

Involve in the team members performance evaluation and calibration activities

REQUIREMENTS

At least 8-12 years in a MNC and Customer Service environment

Sound knowledge in logistics and shipping. Familiar with export documentation e.g. Letter of Credit, Bill of Lading, Airway Bill, Export Letter of Credit orders, preparation of banking documents using Trade Services online banking system etc.

Experienced in using SAP S4/Hana system, MS Office and Power BI tool/dashboard, will be an added advantage

Good team player, able to work independently and takes initiative to pro-actively resolve issues as a leader

Ability to work under pressure with tight project timelines

Familiar working in a matrix reporting structure

Meticulous, organized and possesses positive attitude

High problem-solving skills required especially around SCM, process analysis/design

Working with access database and familiar with data crunching and analysis

Able to work with minimal supervision on meeting Project milestones and deliverables

Good communication and interpersonal skills. Fluency in spoken and written English and Chinese is required

Your Application

To ensure that your application is proceeded as quickly as possible and to protect the environment, please apply online via our careers portal. Further information about Evonik as Employer can be found at

Please address your application to the Talent Acquisition Manager, stating your earliest possible starting date and your salary expectations.

Your Talent Acquisition Manager:Samantha Fu

Company isEvonik (SEA) Pte. Ltd.

R40264