REQUIREMENTS:
- Proficiency in English and
fluency in Mandarin is a strong advantage. - Bachelor's degree in Business, Management, Supply Chain, or related field from Manufacture Industry
- Minimum 5 years of experience in Customer Success, Account Management, or
Order Management, with at least 2 years
in a leadership role. - Strong track record of balancing leadership with hands-on operational involvement.
- Excellent communication, negotiation, and problem-solving skills, with the ability to resolve complex issues.
- Solid understanding of end-to-end order-to-cash processes; SAP/CRM experience strongly preferred.
- Highly adaptable, detail-oriented, and results-driven, with the ability to manage multiple priorities under pressure.
- Analytical mindset with the ability to translate customer data into insights and actions.
KEY RESPONSIBILITIES:
- Act as the primary point of escalation for customer and team issues, ensuring resolution and follow-up.
- Build and maintain strong relationships with key accounts, ensuring alignment with customer goals.
- Conduct customer reviews, feedback sessions, and success planning meetings.
- Lead, mentor, and develop a team of Customer Success Specialists, providing clear direction and ongoing coaching.
- Monitor team performance through defined metrics.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Customer Success & Engagement
- Manage escalated customer cases directly, including disputes, urgent orders, or complex operational challenges.
- Operational Execution & Process Excellence
- Support day-to-day operational tasks, including order fulfilment, billing, invoicing, and customer data management, when needed.
- Ensure accuracy and compliance in order-to-cash processes, coordinating with internal teams
- Generate and review critical customer documentation
- Conduct root cause analysis on recurring issues and drive process improvements.
- Maintain strong knowledge of systems (e.g., SAP, CRM) and guide the team in their effective use.
- Contribute directly to month-end closing activities, financial reconciliations, and customer reporting.