Team Manager, Customer Service Operations (GBS)
Drive and lead the Customer Service GBS Service Operations function for the Southeast Asia (SEA) region, ensuring high-performance service delivery that is accurate, timely, and customer focused. This role is accountable for optimizing quotation and order fulfilment processes, aligning operations with strategic business objectives, and fostering a culture of continuous improvement and operational excellence.
- Lead and manage the CS quotation and order processing teams to ensure timely and accurate fulfilment of customer requests
- Participate in the SEA weekly backlog meeting with ML representatives to drive Parts TO
- Be the functional leader for all local and sub-regional service operations, providing day-to-day operational support and guidance, and implementing with them the strategic service operations initiatives
- Oversee quotation preparation, pricing strategies, and discount approvals in alignment with business rules
- Coordinate with Sales, Manufacturing, and 3PL partners to ensure seamless order execution
Strategic & Process Improvement
- Assess and enhance CS and quotation processes and develop future-state operating models aligned with group service strategy
- Implement value stream methodology and Buhler Onion model to drive efficiency and customer satisfaction
Leadership & Collaboration
- Strong people management skills with a focus on coaching, development, and performance management
- Ability to drive a culture of continuous improvement and operational excellence
- Bachelor's Degree in Supply Chain, Logistics, or related field
- Minimum 8 years in supply chain, parts operations, or order fulfilment, with at least 3 years in a managerial role
- Proficiency in SAP systems and tools (SD Module, Stock, Procurement)
- Good knowledge in incoterm, freight management, import/export documentation/Letter of Credit shipment requirements
- Good English skills, written and spoken
- Familiarity with Lean, Six Sigma, or other process improvement methodologies is an advantage
Questions? We are happy to answer them!
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