Interim Customer Service Director - Manufacturing & Mineral Industry

Interim Customer Service Director- Global MNC- Manufacturing & Mineral Industry

Group Profile: Global leader in mineral-based specialties, offering high value-added solutions to many different industries, ranging from process manufacturing to consumer goods.

Responsibilities:

- Manages and supervises all Customer Service activities of the business area, which includes cross BA relationship management and coordination with other regions, and ensures the delivery of clients on time and in full while reaching a high customer satisfaction level.

- Lead and continuously improve the Customer Services of PM APAC to achieve customer satisfaction, operational efficiency and harmonized practices (Bone-team (CS PM APAC)

- Manage a sizable team to timely process customers (business needs from clients and process customers (orders fulfilling internal compliance requirements.

- Closely work with Sales and Supply Chain as well as any other internal function involved in the Order-to-Cash and Care-to-Retain macro processes such as Production, Finance, etc. to support the operation and ad-hoc project if any.

- Analyze the data from CRM (Sales Force) and BI Portal to address customers needs and report to senior management.

Geographies & Reporting:

- Covering all the customer countries in Asia Pacific and also the Order to Cash and Care to Retain flows from our EMEA and America businesses to Asia Pacific.

- Interact mostly with the regional Sales and Operations teams, the regional product managers, the other Supply Chain Director and own teams. 6 Direct Reports ; 1 Regional CS Support and 5 Sub-Region CS Managers Servicing customers from PMAPAC, PMA and PMEMEA origins.

Experience:

- 10+ years of experience in customer service, leading a sizable team with a strong background in manufacturing and trading business.

- Proven experience in a CRM program is an advantage.

- Experience in or dealing with the neighboring functions of Customer Service (Sales/Sales Admin, Supply Chain & Logistics, Production, Finance) is an advantage in understanding and engaging them relevantly

SPECIFIC JOB SKILLS:

- Experience of CRM system (i.e.: SalesForce) and ERP system (i.e.: Accpac/IFS/JDE/SAP) and familiar with Google Suite (Google Slides, Google Sheets, Google Docs, etc...)

- This is a 6 month role with a view of extension.

- The role reports to Business Planning & Supply Chain VP who is based in Singapore (e is French).