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Overview
Welcome diversity and apply as you are!
At Adisseo, we cherish the value of diversity whatever it may be.
By joining Adisseo, you will join committed people who make the difference every day to contribute to this challenge.
By joining Adisseo, you will integrate a dynamic international environment.
By joining Adisseo, you will discover a world full of opportunities for every stage of your career by being actor to your professional journey.
Job Title : Customer Service Lead
Location : Singapore
Report to : Regional Supply Chain & Customer Service Manager
Job Overview
The incumbent oversees a team of CS, ensuring exceptional service delivery and handling escalated inquiries. Responsibilities include mentoring & upskill team members, monitoring performance, resolving complex issues and assisting the manager in improving team efficiency and processes. This role requires strong leadership, effective communications, and a focus on continuous service improvement
Responsibilities
Key Responsibilities:
Welcome diversity and apply as you are!
At Adisseo, we cherish the value of diversity whatever it may be.
By joining Adisseo, you will join committed people who make the difference every day to contribute to this challenge.
By joining Adisseo, you will integrate a dynamic international environment.
By joining Adisseo, you will discover a world full of opportunities for every stage of your career by being actor to your professional journey.
Job Title : Customer Service Lead
Location : Singapore
Report to : Regional Supply Chain & Customer Service Manager
Job Overview
The incumbent oversees a team of CS, ensuring exceptional service delivery and handling escalated inquiries. Responsibilities include mentoring & upskill team members, monitoring performance, resolving complex issues and assisting the manager in improving team efficiency and processes. This role requires strong leadership, effective communications, and a focus on continuous service improvement
Responsibilities
Key Responsibilities:
- Order Processing Management
- Oversee the entire order processing cycle, from order receipt to fulfilment, ensuring accuracy and timeliness.
- Ensure orders are processed in accordance with customer requirements and the Company policies.
- Monitor order status and resolve any issues related to order entry, pricing and delivery
- Work closely with logistic and warehouse teams to ensure on time delivery and customer satisfaction.
- Order to Cash (O2C) Process Optimization
- Lead the end-to-end Order to Cash process, ensuring efficiency, accuracy, and compliance with company policies.
- Identify bottlenecks, inefficiencies, and areas for improvement within the O2C process.
- Implement best practices and process improvements to enhance operational performance.
- Collaborate with cross-functional teams (Sales, Finance, Logistics, etc.) to streamline workflows and ensure alignment.
- Maintain clear documentation of updated processes and clear steps for order processing in the system.
- Organization Transformation
- Drive and support structural transformation initiatives to improve customer service operations.
- Manage change effectively, ensuring smooth transitions and minimal disruption to business operations.
- Develop and execute training programs to upskill team members on new processes and systems.
- SAP Key Users Responsibilities
- Act as the primary point of contact for SAP-related queries and issues within the customer service team.
- Ensure optimal utilization of SAP functionalities to support O2C processes.
- Collaborate with IT and SAP support teams to resolve system issues and implement enhancements.
- Provide training and support to team members on SAP usage and updates.
- Customer Compliant Management
- Oversee the resolution of customer complaints, ensuring timely and effective solutions.
- Analyze complaint trends to identify root causes and implement preventive measures.
- Maintain a high level of customer satisfaction by addressing concerns proactively and professionally.
- Team Leadership & Development
- Lead, mentor, and motivate the customer service team to achieve performance targets.
- Conduct regular performance reviews and provide constructive feedback.
- Foster a culture of continuous improvement and customer-centricity within the team.
- Ensure effective backup plan is deployed.
- Training programs for new CS
- Reporting & Analytics
- Monitor and report on key performance indicators (KPI) related to O2C processes and customer service.
- Use data-driven insights to make informed decisions and drive process improvements.
- Quality Management
- Ensure compliance with ISO9001 standards
- Maintain and update Quality Management System (QMS) documentation, including policies procedures.
- Conduct internal audits to assess compliance with ISO standards and identify areas for improvement.
- Train employees on ISO standards, quality policies and procedures.
- Prepare and support external audits by certification bodies
- Bachelor’s degree in business administration, Supply Chain Management, or a related field.
- Minimum of 5 years of experience in leading customer service, order management, or a similar role.
- Customer-focused mindset with proven experience in optimizing Order to Cash processes and leading teams.
- Strong expertise in SAP (SD/MM modules) and proficiency in using SAP for O2C processes.
- Understanding of international shipping terms and exports payment terms
- Excellent problem-solving skills and the ability to manage complex customer complaints.
- Strong leadership and team management skills.
- Excellence communication and interpersonal skills.
- Analytical mindset with the ability to interpret data and generate actionable insights.
- Ability to work under pressure in a fast-paced environment, adapt & embrace change
Overview
Welcome diversity and apply as you are!
At Adisseo, we cherish the value of diversity whatever it may be.
By joining Adisseo, you will join committed people who make the difference every day to contribute to this challenge.
By joining Adisseo, you will integrate a dynamic international environment.
By joining Adisseo, you will discover a world full of opportunities for every stage of your career by being actor to your professional journey.
Job Title : Customer Service Lead
Location : Singapore
Report to : Regional Supply Chain & Customer Service Manager
Job Overview
The incumbent oversees a team of CS, ensuring exceptional service delivery and handling escalated inquiries. Responsibilities include mentoring & upskill team members, monitoring performance, resolving complex issues and assisting the manager in improving team efficiency and processes. This role requires strong leadership, effective communications, and a focus on continuous service improvement
Responsibilities
Key Responsibilities:
Welcome diversity and apply as you are!
At Adisseo, we cherish the value of diversity whatever it may be.
By joining Adisseo, you will join committed people who make the difference every day to contribute to this challenge.
By joining Adisseo, you will integrate a dynamic international environment.
By joining Adisseo, you will discover a world full of opportunities for every stage of your career by being actor to your professional journey.
Job Title : Customer Service Lead
Location : Singapore
Report to : Regional Supply Chain & Customer Service Manager
Job Overview
The incumbent oversees a team of CS, ensuring exceptional service delivery and handling escalated inquiries. Responsibilities include mentoring & upskill team members, monitoring performance, resolving complex issues and assisting the manager in improving team efficiency and processes. This role requires strong leadership, effective communications, and a focus on continuous service improvement
Responsibilities
Key Responsibilities:
- Order Processing Management
- Oversee the entire order processing cycle, from order receipt to fulfilment, ensuring accuracy and timeliness.
- Ensure orders are processed in accordance with customer requirements and the Company policies.
- Monitor order status and resolve any issues related to order entry, pricing and delivery
- Work closely with logistic and warehouse teams to ensure on time delivery and customer satisfaction.
- Order to Cash (O2C) Process Optimization
- Lead the end-to-end Order to Cash process, ensuring efficiency, accuracy, and compliance with company policies.
- Identify bottlenecks, inefficiencies, and areas for improvement within the O2C process.
- Implement best practices and process improvements to enhance operational performance.
- Collaborate with cross-functional teams (Sales, Finance, Logistics, etc.) to streamline workflows and ensure alignment.
- Maintain clear documentation of updated processes and clear steps for order processing in the system.
- Organization Transformation
- Drive and support structural transformation initiatives to improve customer service operations.
- Manage change effectively, ensuring smooth transitions and minimal disruption to business operations.
- Develop and execute training programs to upskill team members on new processes and systems.
- SAP Key Users Responsibilities
- Act as the primary point of contact for SAP-related queries and issues within the customer service team.
- Ensure optimal utilization of SAP functionalities to support O2C processes.
- Collaborate with IT and SAP support teams to resolve system issues and implement enhancements.
- Provide training and support to team members on SAP usage and updates.
- Customer Compliant Management
- Oversee the resolution of customer complaints, ensuring timely and effective solutions.
- Analyze complaint trends to identify root causes and implement preventive measures.
- Maintain a high level of customer satisfaction by addressing concerns proactively and professionally.
- Team Leadership & Development
- Lead, mentor, and motivate the customer service team to achieve performance targets.
- Conduct regular performance reviews and provide constructive feedback.
- Foster a culture of continuous improvement and customer-centricity within the team.
- Ensure effective backup plan is deployed.
- Training programs for new CS
- Reporting & Analytics
- Monitor and report on key performance indicators (KPI) related to O2C processes and customer service.
- Use data-driven insights to make informed decisions and drive process improvements.
- Quality Management
- Ensure compliance with ISO9001 standards
- Maintain and update Quality Management System (QMS) documentation, including policies procedures.
- Conduct internal audits to assess compliance with ISO standards and identify areas for improvement.
- Train employees on ISO standards, quality policies and procedures.
- Prepare and support external audits by certification bodies
- Bachelor’s degree in business administration, Supply Chain Management, or a related field.
- Minimum of 5 years of experience in leading customer service, order management, or a similar role.
- Customer-focused mindset with proven experience in optimizing Order to Cash processes and leading teams.
- Strong expertise in SAP (SD/MM modules) and proficiency in using SAP for O2C processes.
- Understanding of international shipping terms and exports payment terms
- Excellent problem-solving skills and the ability to manage complex customer complaints.
- Strong leadership and team management skills.
- Excellence communication and interpersonal skills.
- Analytical mindset with the ability to interpret data and generate actionable insights.
- Ability to work under pressure in a fast-paced environment, adapt & embrace change