Job ID: 1599982
Responsibilities:
Customer Service Leadership
- Lead and grow global Sales Support and Customer Service teams to deliver exceptional customer experiences.
- Oversee quote-to-order and order-to-cash processes, ensuring speed, accuracy, and high customer satisfaction.
- Define and execute service strategies aligned with regional objectives and global standards.
- Track and enhance key performance metrics such as response times, resolution rates, and revenue outcomes.
- Act as the escalation lead for complex customer issues, working cross-functionally to ensure prompt resolution.
Sales Support & Channel Enablement
- Collaborate with Sales, Product, Engineering, and Operations to deliver pre-sales support, including lead-time estimates and solution configuration.
- Ensure seamless order processing, pricing support, and coordination of product availability.
- Establish and manage customer feedback mechanisms to improve service quality and retention.
- Enable distributors through onboarding, training, and continuous support to maintain a consistent customer experience.
Operational Excellence
- Implement and uphold standardized processes, tools, and SLAs across Asia-Pacific to ensure consistent and scalable global account support.
- Support CRM and ERP system rollouts to optimize customer support workflows.
- Lead continuous improvement efforts across processes, tools, and systems (e.g., Salesforce, SAP, ModelN).
- Leverage data analysis to uncover trends, root causes, and improvement opportunities.
- Ensure adherence to company policies, regulatory standards, and service-level commitments.
Team Development
- Recruit, develop, and retain a high-performing support organization.
- Promote a culture centered on accountability, collaboration, and customer focus.
- Conduct performance evaluations and provide ongoing coaching and professional development opportunities.
Requirements:
- Bachelor's degree in Business, Engineering, or a related discipline required.
- An advanced qualification (e.g., MBA or equivalent) is preferred.
- More than 10 years of experience in customer support, inside sales, or commercial operations within a global technology or manufacturing environment.
- Demonstrated ability to lead and inspire high-performing, cross-functional, and geographically distributed teams.
- Proven success in driving customer support transformation and/or digital enablement initiatives.
- Strong understanding of global customer needs and the complexities of multinational operations.
- Hands-on experience with ERP systems (e.g., SAP, Oracle) and CRM platforms (e.g., Salesforce).
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EA Personnel Name: Lim Poh Geok (Elaine)
EA Personnel Reg. no.: R1105330
EA License no.: 07C5771
