Commercial Service Manager, Sea

6 months ago

Shah Alam, Malaysia Merck KGaA Darmstadt Germany Full time

Work Your Magic with us

Ready to explore, break barriers, and discover more? We know you've got big plans - so do we Our colleagues across the globe love innovating with science and technology to enrich people's lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginablewith us.

**Your Role**

The Commercial Service Manager for SEA region is responsbile to coach, train and motivate our Commercial Service team to deliver exceptional customer service.

**What You Do**

**People Manager**

As the team leader, you are responsible and accountable in supervising, coaching, appraising, and motivating your team to achieve goals & targets. You must clearly communicate your team's priorities,

schedule activities with the team to optimize use of time and resources. You are expected to hold regular meetings to clearly inform your team and internal partners on all the latest development in the Business practices. Furthermore, you will set and monitor clear objectives and KPIs for your team and own your team's performance.

You will show true leadership and passion in building a strong performing team, shape the staff behaviors, and engage with team to identify personal development opportunities.

You will manage the two commercial service supervisors respectively based in Thailand and Indonesia and a commercial service specialist based in Malaysia.

**Contact for customers of Process Solutions**

You will ensure that your team brings elevated level of support to external and internal customers. Customers are fully satisfied with the Commercial Service organization and are kept well informed in an initiative-taking manner. You build strong relationships with internal and external customers, focusing on solving problems in your actions and communication. You have a deep understanding of the process and a process improvement mind-set. Ensures customer advocacy for the customer internally and acts as an ambassador for the SEA Commercial Service team and the customer.

**Problem Solver**

You can consistently use sound judgment, take initiative, and make good decisions to accomplish job duties and maximize customer satisfaction without compromising the company's integrity. Report unusual or escalated service issues to the appropriate individuals/departments, ensuring thorough, detailed information is provided.

You will validate complex and dynamic information from a diverse range of external and internal sources and develop solutions, ideas, and recommendations for the business.

**Operational Support**

You are required to engage with internal business partners locally, regionally, and globally to align on the solutions to resolve internal bottlenecks and provide quality service in Key Accounts As a collaborator, you will be expected to provide support to your team when needed. You may be required to efficiently process customer service inquiries and purchase order requests. You are agile and able to handle ambiguity.

Report unusual or escalated service issues to the appropriate individuals/departments, ensuring thorough, detailed information is provided.

**Lead by Example**

Consistently represent the company in a positive, professional manner, utilizing proper phone etiquette and grammar in written correspondence to customers. Confident and initiative-taking in offering support to the team. Drive constructive conversations improve the quality of the business performance by identifying and escalating the trends, bottlenecks or any other issue hindering a total customer satisfaction. You involve other managers or stakeholders and ask their input on their views on how to improve the business and team spirit. You demonstrate professionalism and integrity as your daily routine. You ensure continuously search for value-added innovative initiatives to differentiate the organization and which are beneficial to the entire organization. You demonstrate the company's values as daily routine.

**Who You Are**:

- Min. 5 years' experience in the customer service
- Min. 5 years in supervisory role
- Passion for motivating and developing people
- Proven initiative-taker with initiative & motivation
- Purposeful, Collaborative, Future oriented, demonstrate Business acumen
- Excellent communication & listening skills.
- Good reporting and data analysis skills
- Fluent & Proficient in English

**What we offer**:We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We celebrate all dimensions of diversity and believe that it drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and be

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