Customer Service & POC Compliance Manager

Department:  Operations
Date:  Sep 23, 2022

Key Responsibilities


1) Order Management / OTC

  • Oversee the customer service team, discuss with cross functions/countries from time to time, to set clear procedures and expectations among the team, external/internal customers
  • Monitor and support the regional CSR team to ensure product and documentation are delivered to customers on a timely basis, as well as customer satisfaction level. Effect shipment in compliance with US export regulations and standards e.g. FPAS and GTS etc.
  • Closely monitor Account Receivables to ensure no bad debt for APAC indent orders.
  • Set up network with service providers: Freight Forwarder, Banker etc to receive up-to-date industry information.
  • Maintain order records as required by SOX, keep hard copies and electronic copies as per Retention Policy as well as meeting local regulation.
  • Periodically review existing order processing process among regional CS team and to lead for improvement.
  • Take the regional process owner role (RPO) to drive the order to cash regional process to align with the global process and design
  • Partner with global OTC GPO and OTC COE to work on the process improvement and OTC metric and support the OTC project from design to implementation
  • Take the super user (SUN) role to support the OTC users to serve as primary contact for end users for questions, manage the service now ticket in timely manner, execute training to end user for any new process/procedure and perform the testing for any enhancement ticket/new function/regression test
    • Champion OTC business processes
    • Maintain process documentation and training content
    • Serve as the first point of contact for process questions
    • Provide ongoing training and coaching (new employees and refresher)
    • Test the system (upgrades/enhancements and regression)
    • Security Role assignment guidance (who gets what role and how)
    • Share “what’s working” and “lessons learned” across end-user and SUN communities
  • Trouble shooting for APAC CS team OTC questions
  • Any Ad-hoc project / reports required by management.


2) Principal Operating Company – Documentation & Compliance

  • Trouble shooting for APAC CS team OTC questions
  • Any Ad-hoc project / reports required by management.
  • Establish, monitor, and maintain order fulfilments processes to ensure that customer requirements are met and customer profiles for assigned accounts maintained are in accordance. Zero customer complaints related to order processing matters
  • Work with Supply Chain to ensure smooth order transactional processes for any new supply chains.
  • Management of change (ERP) Facilitate testing and review of the various S4 forms (invoice, packing list, delivery notes, STO, COA) POC requirements are reflected correctly in line with control book
  • Overall accountability for document & data control (Ops)
  • Establish and maintain the structured filling systems to ensure compliance with all corporate policies and procedures for internal controls and audits, such as Internal Finance audits, external - GST ASK annual review engagement, etc.
  • Achieve 'Effective' rating for supply chain (including order-to-cash) compliance in all internal and/or external audits.
  • Adherence to key business processes with reference to the guidelines set-out by the COE (Order-to-Cash, Logistics Execution, Make-to-Deploy)


Job Requirements:


  • Degree holder in Logistics, Supply Chain Management or related areas;
  • Minimum 10-15 years’ working experience in logistics & customer service in multinational company;
  • Performance metrics orientation (ATP, DTP/DTR, Order tracking etc.)
  • Sound experience in shipping and import & export documentation; and good knowledge of US and Asia import & export regulations
  • Good command of spoken and written English & Chinese, and Mandarin is required
  • Hands-on experience in SAP is a must; and proficiency in MS-office – Excel, Word & Powerpoint.
  • ERP project management experience & business process expertise in SAP-OTC (Order-To-Cash) processes
  • Key competencies: Leadership, stakeholder management/collaboration, adaptive, inclusive,
  • Proactive and with drive of continuous process improvement.