Job Description

Objectives of the Position

• Ensure efficient and reliable end‑to‑end Order‑to‑Cash (OTC) execution with high customer satisfaction.
• Supervise and support the Customer Service team, ensuring service quality, compliance, and continuous capability development for the responsible countries.Act as a key interface for key customer accounts, supporting business continuity, issue resolution, and long‑term customer relationships.
• Support GBU in achieving business targets through strong operational execution, process expertise, and data transparency.

Main Tasks

1 Customer Service Operations & OTC Excellence

Oversee order management activities, including order creation, changes, delivery coordination, invoicing follow‑up, and exception handling.Monitor order status, supply availability, and delivery performance; proactively communicate changes to customers and internal stakeholders.Ensure accurate and timely documentation handling (e.g. contracts, shipping documents).Manage returns, credit / debit notes, and customer complaints via NCM system, ensuring timely resolution and feedback loop closure.

2. Supervisory & Team Support Responsibilities

Provide day‑to‑day supervision, coaching, and guidance to Customer Service team members.Support workload allocation, priority setting, and issue escalation handling.Act as a role model for service mindset, compliance, and customer focus.Support team capability building, knowledge sharing, and onboarding of new team members.

3. Key Account Handling

Serve as primary or senior service contact for assigned key customer accounts.Coordinate closely with Sales, Supply Chain, Finance, and Production to ensure stable service and issue resolution.Support customer relationship development by ensuring consistent service quality and operational excellence.Provide structured communication and updates to key customers during supply constraints or service disruptions.

4. Process Expertise & Cross‑Functional Collaboration

Act as process expert for assigned OTC‑related processes (e.g. master data, credit management, NCM, quality coordination).Serve as key contact across teams for process alignment and best‑practice sharing.Support GBU heads and Sales with business analysis, service performance insights, and operational inputs.

5. Systems, Data & Continuous Improvement

Ensure correct and efficient use of SAP systems in daily operations.Act as SAP Power User, supporting reporting, analysis, and user guidance within the team.Identify service gaps and improvement opportunities; support implementation of process optimization and standardization initiatives.Contribute to data accuracy, transparency, and KPI monitoring for customer service performance.

Requirement:

• Bachelor’s degree in Business Administration, Supply Chain Management, Logistics, or equivalent experience.
• Minimum 5 years of experience in Customer Service, Supply Chain, Logistics, or related operational roles.
• Proven experience in OTC processes and customer interaction in a B2B environment.
• Prior experience in team support or supervisory role is requiredStrong SAP knowledge; SAP Power User capability is an advantage.
• Good understanding of foreign trade practices and documentation.Strong customer orientation with structured problem‑solving skills.
• Ability to manage multiple stakeholders and handle pressure in a dynamic environment.