Customer Service Team Leader - (Global Business Services)

Customer Service Team Leader - (Global Business Services)

Job Description

Customer Service Team Leader (Global Business Services)

Your Job

You’re not the person who will settle for just any role.

Neither are we.

Because we’re out to create Better Care for a Better World, and that takes a certain kind of person and teams who care about making a difference.

Here, you’ll bring your professional expertise, talent, and drive to building and managing our portfolio of iconic, ground-breaking brands.

In this role, you’ll help us deliver better care for billions of people around the world.

It starts with YOU. 

Role Overview & Primary Accountabilities:


* OTC Team Leader – Sales Order Management & Billing leads the day-to-day operations of a team of order and billing fulfilment/management (customer service/experience) analysts, and plays an important role in driving our key objectives and deliverables of closer to the market and customers, simplifying, and digitizing, and building capabilities, coaching and driving engagement of team members


* The role plays a crucial role in its interaction and collaboration interact with key stakeholders in the logistics and supply chain, sales/commercial account managers and leaders, and other key departments across Global Business Service (GBS)


* Current market clusters in scope made up of 2 key business units of K-C Consumer and K-C Professional : 2 clusters – Malaysia & Singapore, Australia & New Zealand with potential of further scope and role expansion in other markets


* The role reports directly to the Head of Order to Cash (OTC), Global Business Services APAC – and is part of the OTC leadership team

Operations


* Lead and oversee daily sales order and billing management operations, and ensure resolution of customer issues and drive corrective and preventive actions


* Monitor/establish Key Performance Indicators (KPIs), analyze performance and identify areas for improvement, track progress


* Drive discussions and solutions/execution in collaboration with key stakeholders (sales, logistics/supply chain, finance) to maintain overall customer service order fulfillment, reliability and responsiveness


* Adherence of controls and process development including maintenance of updated/reviewed Standard Operating Procedure which meets all applicable governing / regulatory standards Corporate Financial Instructions (CFIs), SOX controls, other related controls

Capabilities Build


* Develop/Identify opportunities (through data analytics and/or best practices) to improve and implement changes to enhance efficiency and accuracy


* Rationalization of order entry and order processing, output types and external connectivity of billing platforms and EDI architecture towards standard and scalable solutions, utilising standard core capabilities of ERP / enterprise tools


* Leverage and optimize the use of digital tools (eg EDI, RPA, OCR etc) /ERP to sustain ope...