Regional Customer Service Manager (Order to Cash)

PERSOL Indonesia is currently assisting one of multinational chemical manufacture who is looking for Regional Manager Customer Service (O2C) with responsibilies:

• Regional Leadership: Lead regional customer service strategy and operations across cross-border regions, driving customer satisfaction, operational excellence, and alignment with business objectives.
• Team Leadership: Lead, coach, and develop the customer service team, strengthen performance, and ensure operational continuity through effective backup planning.
• Order-to-Cash (OTC) Management: Oversee end-to-end order management, ensuring accurate processing, OTIF delivery, proactive communication, and effective issue resolution.
• Customer & Stakeholder Management: Manage customer inquiries, open orders, delivery delays, and alternatives; support payment follow-ups and credit limit monitoring.
• Project & Transformation Management: Lead integration, transformation, and process improvement projects to enhance service quality and operational efficiency.
• Cross-Functional Collaboration: Partner with Sales, Business, Planning, and Logistics teams to support commercial growth, improve regional capabilities, and optimize import/export processes.
• Performance & KPI Management: Monitor and improve service KPIs and OTIF performance, ensuring timely complaint resolution and optimal product allocation while minimizing waste.
• Productivity & Continuous Improvement: Drive regional and cross-regional initiatives to improve productivity, service levels, logistics synergies, and supply chain performance.
• Systems & Compliance: Champion OTC systems adoption, training, and optimization while adhering to company guidelines and quality requirements.

Requirements:

• Bachelor’s degree in Supply Chain, Logistics, Business, or a related field.
• 3–5 years of international and regional experience in Customer Service or OTC order management, with strong Regional Customer Service expertise across APA.
• Proven leadership in developing teams, delivering measurable results, and collaborating with internal and external stakeholders.
• Strong analytical, problem-solving, and risk-management skills, with a focus on KPI performance and continuous improvement.
• Excellent communication and stakeholder management skills.
• Proficiency in MS Office, particularly Excel, and required experience with SAP SD and LE modules; SAP MM experience preferred.
• Six Sigma Yellow Belt and LEAN experience preferred; automation, digitalization, and AI experience advantageous.
• Fluency in English and willingness to travel as required.
• Willing to be placed in Cileungsi (Near East Jakarta) with Hybrid working arrangement.