Head of Customer Service AMEA

4 weeks ago


Subang Jaya, Selangor, Malaysia Barry Callebaut Full time

About the role

Head of Customer Service AMEA has a crucial role in enabling Next Level program objectives of closer to the market, and customers and simplifying, and digitizing. The role will play a big role in leading and managing the customer service team and deliverables through the transformation into a best-in-class service set-up in conjunction with Global Business Services. The role will interact with commercial/sales leaders in the markets and key customers to increase customer centricity and stickiness in customer partnerships. Taking accountability for driving customer service performance improvements in responsiveness and reliability. Scope: All 5 business units in Chocolate and Cocoa for all 8 country clusters with 50+ countries in AMEA

Key responsibilities include

Lead in the origination, shaping and execution of the Next Level transformation strategy in customer service to improve and sustain customer satisfaction via regular customer feedback (NPS) and structural interventions to simplify and digitize the Order to Cash processes and leverage scale Drive innovative solutions with the view to improve customer experience and intimacy such as set up of B2B customer ordering portal, automation of order promising and processing, customer cockpit Lead the customer service function in reorganizing and refocusing the teams and workflows to be closer to the market Partner with the country cluster GMs/MDs with support to win long-term outsourcing deals and increase the stickiness by providing value-added, segmented and seamless services and experience Drive the regional customer strategy and execution for customer service reliability and responsiveness collaborating with senior stakeholders in Sales and Supply Planning Lead the AMEA customer service team, drive best practice adoption, resolve issues and partner with the sales and supply leads to ensure exceptional service delivery Oversee daily order management operations and ensure a strong focus on delivering customer value Establish, monitor and improve performance on service level agreements with customers Resolve customer issues and drive corrective, preventive actions Improve customer communication and collect periodic feedback on customer satisfaction Development of an employee-oriented company culture that emphasizes quality, continuous improvement, key employee retention and development, and high-performance Develop modern business methods/processes, identify best practices in the market, Monitor KPIs, analyze performance and identify areas for improvement, track progress Build a strong team and customer-centric culture Travel requirements: 10 to 20% Others: customer interaction


About you

Postgraduate degree in business administration, management or a relevant field Proven experience in a senior customer service role Proficient in English and at least one other Asian language Minimum 20+ years of relevant experience of which 10+ years in managing multi-cultural, dispersed teams Experience in setting up and leading shared service business processes will be an advantage Deep knowledge of the SAP Order-to-Cash process Experience in leading customer service function set-up/scale-up/transformation Complaint management system (Salesforce case management) Problem-solving through root cause analysis Data-driven continuous improvement Deep knowledge of Trade incoterms and customs procedures Knowledge of revenue recognition rules Experience in the credit control and cash collection process Knowledge of shipping and transportation activities The ability to bring people together to set a common agenda Ability to drive change in a collaborative way Independent and self-driven personality Skills to create internal and external partnerships across the organization and manage interfaces

  • Subang Jaya, Selangor, Malaysia TIME's group Full time

    Head of Customer Service, AMEA (APAC, Middle East & Africa)Head of Customer Service AMEA (APAC, Middle East & Africa) has a crucial role in enabling Next Level program objectives of closer to the market, and customers and simplifying, and digitizing. The role will play a big role in leading and managing the customer service team and deliverables through the...


  • Subang Jaya, Selangor, Malaysia Barry Callebaut Full time

    About the roleTo lead the monthly Demand review and reach a consensus demand plan by working closely with the Sales Leads and Cluster MD (South Pacific) To improve forecast accuracy, the bias for the market in scope (South Pacific) To establish and improve all DP-related regional reporting (AMEA) To manage and continually improve the sales forecasting...


  • Subang Jaya, Selangor, Malaysia Barry Callebaut Full time

    About the roleTo lead the monthly Demand review and reach a consensus demand plan by working closely with the Sales Leads and Cluster MD (South Pacific) To improve forecast accuracy, the bias for the market in scope (South Pacific) To establish and improve all DP-related regional reporting (AMEA) To manage and continually improve the sales forecasting...


  • Subang Jaya, Selangor, Malaysia Barry Callebaut Full time

    Regional Demand Planner, AMEALocation:Petaling Jaya, 10, MY, 47800At Barry Callebaut, we are on a journey to transform the cocoa and chocolate industry. As the world's leading manufacturer of high-quality chocolate and cocoa products, our actions truly shape the future of our industry. We are a business-to-business company, serving the entire food sector,...


  • Subang Jaya, Selangor, Malaysia Customer Service Centre Full time

    Job Description岗位职责:- 负责客户在线咨询答疑,针对客户咨询需求,提供有效解答- 与有关部门保持良好的沟通与合作- 在客户服务和准确信息方面超越客户的期望。- 团队合作以实现所需的 KPI 元素和 SLA入职要求:- 必须能够流利地使用_普通话_和_英语_进行交流; _或_粤语_-...


  • Subang Jaya, Selangor, Malaysia Wangsa Group Of Companies Full time

    Job Opportunity: Customer Service Officer Position: Customer Service OfficerType: Full-timeSchedule: 5 days a week with 2 off days. (Each Shift is 10 hours with 1 hour break.)Responsibilities: Greet and assist customers with a positive attitude. Provide information on pricing, lanes, and services. Manage reservations, handle transactions, and offer guidance....

  • Head of Diploma

    2 weeks ago


    Subang Jaya, Selangor, Malaysia International College of Creative Arts Technology (CATS College) Full time

    Job details Here's how the job details align with yourprofile . Job type Full-time Location Petaling Jaya Full job descriptionDuties include but will not be limited to the following:Provide strategic direction and leadership to the lecturers in the Diploma Unit, aligning its goals with the College's overall mission and objectives.To manage the lecturers...

  • FP&A Assistant Manager

    2 months ago


    Subang Jaya, Selangor, Malaysia Barry Callebaut Full time

    About the roleAsia Pacific and Middle East & Africa (AMEA) is a key region of growth for the Barry Callebaut (BC) Group. You will be part of a function that is expanding and will be instrumental in supporting strong business growth. The FP&A team acts as the analytical engine of the Finance organization in AMEA. The team will perform analyses and provide...


  • Subang Jaya, Selangor, Malaysia Barry Callebaut Full time

    About the roleAsia Pacific and Middle East & Africa (AMEA) is a key region of growth for the Barry Callebaut (BC) Group. You will be part of a function that is expanding and will be instrumental in supporting strong business growth. The FP&A team acts as the analytical engine of the Finance organization in AMEA. The team will perform analyses and provide...


  • Subang Jaya, Selangor, Malaysia Barry Callebaut Full time

    About the roleAsia Pacific and Middle East & Africa (AMEA) is a key region of growth for the Barry Callebaut (BC) Group. You will be part of a function that is expanding and will be instrumental in supporting strong business growth. The FP&A team acts as the analytical engine of the Finance organization in AMEA. The team will perform analyses and provide...

  • Head Of Sales

    2 weeks ago


    Subang Jaya, Selangor, Malaysia Aiman Motor Sdn Bhd Full time

    Position: Head Of SalesLocation: Proton Aiman Motor PJWe are seeking an experienced Head Of Sales to oversee our sales staff. We will expect you to analyse current sales figures, develop effective sales techniques to boost those figures, and train the sales team on the new methods. You will also be responsible for training talented sales representatives. Our...


  • Subang Jaya, Selangor, Malaysia JAC Malaysia Full time

    Contract type: Permanent Location: Subang Jaya Specialisation:Logistics and Supply ChainReference: PR/ Contact details:Kin Yip ChewJob published: November 23, :51Your new company:This company is a global commodity warehousing and logistics business. they specialise in handling, storage and processing of commodities. Their global head office is located in...


  • Subang Jaya, Selangor, Malaysia R LOGIC CUSTOMER CARE SERVICES SDN BHD Full time

    Answers inbound calls/chats and makes outbound calls, as necessary Evaluate problems and complaints of the callers and provide proper solutions to them Respond to the needs of customers and provide personalized service Provide information on the company's products or services and generate interest in the offer Upsell products and services Research needed...

  • Head of Product

    2 weeks ago


    Subang Jaya, Selangor, Malaysia Bjak Full time

    About UsBjak is focused on providing access to affordable and sustainable financial services for people in ASEAN. Headquartered in Malaysia, Bjak is the largest insurance portal in Southeast Asia. Our main portal, , helps millions find the insurance policy with the best value and highest coverage for them. Our investments in technology such as Custom API,...


  • Subang Jaya, Selangor, Malaysia Gagasan Nadi Cergas Berhad Full time

    Other tasks relating to customer service. Assisting in sales gallery events and roadshow. Prepare and maintain proper records and files of all purchasers including the records in the developer's system. Assist in Vacant Possession and Key Handover process. Coordinate with and arrange for customer's signing of sales documentations. Attend to customers and...


  • Subang Jaya, Selangor, Malaysia Gagasan Nadi Cergas Berhad Full time

    Other tasks relating to customer service. Assisting in sales gallery events and roadshow. Prepare and maintain proper records and files of all purchasers including the records in the developer's system. Assist in Vacant Possession and Key Handover process. Coordinate with and arrange for customer's signing of sales documentations. Attend to customers and...

  • Service Advisor

    2 weeks ago


    Subang Jaya, Selangor, Malaysia BMW Service Centre Full time

    Responsibilities: Primary pointofcontact for all automotive service and repair matters, arrange for appropriate service/repairs, and set/manage expectations of the customers in terms of service deliveryRequirements: Possess at least a Diploma in Automotive or equivalent Minimum 2 years of working experience within the automotive industry Strong technical...

  • Head of Marketing

    2 weeks ago


    Subang Jaya, Selangor, Malaysia Bjak Full time

    About UsBjak is focused on providing access to affordable and sustainable financial services for people in ASEAN. Headquartered in Malaysia, Bjak is the largest insurance portal in Southeast Asia. Our main portal, , helps millions find the insurance policy with the best value and highest coverage for them. Our investments in technology such as Custom API,...


  • Subang Jaya, Selangor, Malaysia MVC Resources Full time

    Petaling Jaya, Malaysia | Posted on 05/21/2024 Support cultural values and integrity within the organization, suppliers and members Support individual and organizational cultural learningRespect and embed cultural practices and knowledge as BAUSupport and grow the organisation's Indigenous workforce Operational Leadership: Operational management of business...


  • Subang Jaya, Selangor, Malaysia Recruit Express Service Sdn Bhd Full time

    Job Scope:1)To answer call2)To check incoming fax and proceed for further action3)to issue and print Delivery order4)to liaise with logistic to make sure smooth delivery5)To assist other matter requires by Business Manager and other colleaguesJob Requirement:Experience in using Microsoft excel/ wordStrong attention to details and detail orientedJob Type:...