Team Leader, Customer Service

Overview

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

This is a Southeast Asia Customer Service role, and you will report to the Customer Service, Supervisor. You will drive ownership and responsibility for the day-to-day order fulfillment tasks and provide Excellent Services to our Customers and Channel Partners. You are professional, accountable, Customer centric (Customers First mentality) and enjoy working in a fast-paced matrixed environment.

Responsibilities

• Main contact window for customer, channel partner and team member through phone, email, and or meeting mode of communication.
• An Account Management by providing proactive communication on any changes or delays and provide alternate options/solutions.
• Respond optimally and efficiently to customers inquiries, ranging from quotation, orders, product availability, pricing, delivery, billing, return/replacement, complaints and other forms of documentation (e.g. proof of delivery, etc). This includes preparation of vital documentation to complete the order transactions in a timely manner.
• Build strong partnership with other functions such as Sales, Supply Chain & Global Factories to meet Customer's expectations, as well as work with Finance on Accounts Receivables (AR), Accounts Payables (AP) issues and follow up where needed.
• Partner with your supervisor to establish team goals, develop action plans, track performance, and identify opportunities for continuous improvement. Oversee daily Quote-to-Cash activities, including orders, returns, replacements, debits, and credits.
• Support employee growth through coaching, development planning, training opportunities, and performance reviews. Recognize strong contributions and build a sustainable talent pipeline through succession planning.
• Plan, prioritize, and review team workflows and project assignments to ensure operational goals and key performance indicators (KPIs) are achieved.
• Take ownership of customer issues, conduct root-cause analysis, coordinate appropriate resources, and drive timely resolution while keeping customers and stakeholders informed.
• Apply Practical Process Improvement (PPI) methodologies to lead continuous improvement initiatives. Identify process gaps and recommend process or system enhancements that improve efficiency, productivity, and customer experience.
• Communicate customer experience (CX) initiatives and actions across the organization. Lead or contribute to cross-functional, cross-divisional, and company-wide CX initiatives and projects.
• Serve as a trusted business partner by understanding divisional strategies and collaborating with commercial teams to support customer retention, business performance, and organic growth.
• Ensure compliance with company policies, procedures, ethical standards, service-level agreements, and order fulfilment requirements. Maintain accurate documentation and audit-ready records.
• Act as an effective change leader by setting a positive example, communicating clearly, and helping the team navigate change with confidence and engagement.
• Take on additional responsibilities, initiatives, and projects as assigned by the Supervisor or Manager.