Job Purpose and Impact

The Senior Customer Operations Specialist will oversee a team that provides customer services relating to sales, sales promotions, installations and communications. In this role, you will supervise the team that optimizes and monitors shipping and returns including processing complex orders from customers and resolving order or delivery issues.

Key Accountabilities

• Conduct performance management, talent development, succession planning and engagement.
• Partner with team members to decide which tools or systems are appropriate to use for specific customer service environments.
• Use comprehensive knowledge of supply customer service practices and procedures to support and assist in developing tactical customer service strategies for a small customer base.
• Provide support and feedback to define improvement projects and commitments that require a thorough understanding of customer service practices and procedures for a small team.
• Responsible for personnel decisions related to hiring, performance and disciplinary actions for your direct reports. You will also spend time completing the same tasks as employees on your team.
• Work with Customer Operations Team Lead to execute a common supply chain customer strategy in partnership with commercial, product line and across supply chain and develop deep trust-based relationships with diverse partners in SEA and beyond, including other regions (US, EU, China, India, etc) ranging from export teams, product line, customer service and supply chain.
• Coach and mentor less experienced members of the team and has a mindset of continuous career development through learning, job scope evolving and career progression.
• Analyze customer experience insights and analytics, turning customer feedback and pain points into meaningful solutions and outcomes, especially focused on product and packaging quality, delivery experience, etc. working closely with plant operations and food safety and quality team.
• Coordinate communication for customers with plants located within/outside of SEA regarding order status, sales forecast, invoices, contract balances shipment availability or whenever our plants are undergoing a crisis and priority-based allocations are made.
• Partner with Customer Operations Team Lead to deploy growth opportunities in and across the full value chain by understanding customer specialized requirements (warehouse solutions, heating and tolling facilities, packaging and transportation requirements) and translate this into compelling projects for supply chain organization to innovate and explore.
• Other duties as assigned

Qualifications

Minimum Qualifications

• Bachelor's degree in a related field or equivalent experience
• Minimum requirement of 1 year relevant work experience. Typically reflects 3 years or more of relevant experience.

Preferred Qualifications

• One year of supervisory experience
• One year experience working within an operations team, in a fast-faced environment.
• Developing and maintaining strong, collaborative customer relationships through engagement.
• Executing order processing & order fulfillment activities from the end to end order management process.
• Prior experience gained in a Supply Chain or Logistics role, working within a supply planning or logistics team will be an added advantage.