Customer Service Manager

Fulltime, -

Shanghai, China Apply Now Apply until: 31 Jul 2021


Key Accountabilities
The Regional Customer Service Manager is responsible for the execution and management of Customer Service processes related to order management. Job holder also acts as the customer services focal point for the Business*):

  • Lead the regional customer service and sales administration organization and manage the transition to the new organizational set-up
  • Drive implementation of Nouryon Order to Cash Process and drive standardization of way of working
  • Act as an effective people leader of the Regional Hub, build strong relationships and team, commit to the growth of individuals on team, and lead by example
  • Provide oversight to Team Leads to ensure established processes and best practices are utilized and effective process controls are in place, ensuring adherence to processes is maintained
  • Accountable for key operational KPIs such as order confirmation time, first time right, # touches per order
  • Liaise between Customer services organization and the Business to ensure full understanding of business needs, smooth communication and feedback circle etc.


Key Activities

  • Translate targets on service levels to customers and the business, based on business GTM model and value proposition, into clear operational targets for the customer service and sales administration organization
  • Establish operational goals and timelines and drive teams to deliver according to cost and service goals
  • Drive a culture of continuous improvement throughout the customer service organization
  • Two-way communication and feedback between Customer Services organization and the Business



  1. Geographical Experience: Has been based in one country
  2. Work Scope Experience: Has been exposed to working and impacting on a global level
  3. Business Experience: Has worked in at least one unit
  4. Functional Experience: Has worked in at least in 2 parts of the function
  5. Project Experience (Change Management): Has led a functional project within the own unit
  6. People Management Experience: Has been a hierarchical manager to a team of at least 5 employees for at least 7 years


Key Competencies

Creates customer value

Drives operation excellence

Leads change

Builds connections

Inspires others

Develop teams

Set the example

Engages others

Strategic thinke

Vacancy data
Closing date
31 Jul 2021
Vacancy number
Job characteristics
Job family
Hierarchy level
Full time/part time
Contract type

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