Customer Service Team Lead – SEA & Regional Order‑to‑Cash

About the role

The Customer Service Team Lead will oversee end‑to‑end Order‑to‑Cash (OTC) operations across Southeast Asia, ensuring smooth order processing, export shipment coordination and high customer satisfaction. This role reports to regional leadership and works closely with supply chain, finance and sales teams.

Key responsibilities

• Lead daily customer service activities across SEA markets to meet service targets.
• Standardise and streamline OTC processes, including order entry, delivery coordination and invoicing.
• Manage inter‑company and third‑party orders, ensuring accurate and timely fulfillment.
• Coordinate export shipments and ensure compliance with trade regulations.
• Act as escalation point for customer complaints, driving resolution through Non‑Conformance Management.
• Collaborate with Supply Chain, Logistics, Finance, Production and Sales to ensure operational alignment.
• Monitor KPIs, drive continuous improvement and share best practices across APAC.
• Coach, mentor and develop Customer Service Specialists.
• Maintain master data for order management and provide regular order status reporting.
• Serve as regional SME for OTC processes in SAP S/4HANA and lead related improvement projects.

Required profile

• Bachelor’s degree in Business Administration, Supply Chain, Logistics or related field.
• Minimum five years of experience in customer service or order‑to‑cash functions.
• Proven leadership experience managing cross‑functional teams.
• Strong analytical mindset with a focus on process optimisation.
• Excellent communication skills and ability to work in a multicultural environment.

Required skills

• SAP S/4HANA