CUSTOMER SUCCESS TEAM LEAD
Chandra Asri Group, through its subsidiary
PT Chandra Asri Konsultansi (CAK)
, has established a
Shared Service Center (SSC)
to enhance operational efficiency and support the business growth of its subsidiaries. From finance and HR to procurement, customer operations, and IT, our SSC is the backbone that keeps businesses running smoothly. One of our key areas of support is for
Aster Chemicals & Energy (ACE),
a leading chemical and energy solutions provider in Singapore and the Asia Pacific. ACE combines the legacy of Singapore's first oil refinery with cutting-edge petrochemical operations, jointly owned by Chandra Asri Group and
Glencore
, one of the world's largest natural resource companies.
JOB DESCRIPTIONS:
The Customer Success Team Lead is responsible for driving customer satisfaction, retention, and growth by leading a high-performing team while also actively engaging in day-to-day operations. This role combines people leadership with hands-on operational execution, ensuring that customers achieve their desired outcomes and receive exceptional service. The Team Lead will coach, guide, and support team members, while also directly managing complex cases, escalations, and process improvements.
KEY RESPONSIBILITIES:
Team Leadership & Coaching
- 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.
- Act as the primary point of escalation for customer and team issues, ensuring resolution and follow-up.
Customer Success & Engagement
- Build and maintain strong relationships with key accounts, ensuring alignment with customer goals.
- Conduct customer reviews, feedback sessions, and success planning meetings.
- 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 (Finance, Supply Chain, Legal, Tax).
- 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.
REQUIREMENTS:
- Bachelor's degree in Business, Management, Supply Chain, or related field.
- 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.
- Proficiency in English; fluency in Mandarin is a strong advantage.