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Role Overview
The Customer Service Representative Lead is a critical position in Deliver team, the main responsibility of the role is to lead the customer service team for assigned business unit, orchestrate End-to-End Order to Cash fulfillment, offer excellent service throughout customer journey, this individual is the primary Deliver liaison with the business partners and customer as service partner to ensure achievement of aligned business goals and objectives.
Responsibilities
Customer Focus
● Organize and facilitate cross-functional collaboration to understand customer needs, translate external customer requirements into supply chain strategies.
● Lead the continuous improvement on service KPI (i.e. quality, OTIF-D, DSI…), ensures initiation of corrective action and improvement projects as required.
● Identify customer needs with end-to-end supply chain solutions, while simplifying and standardizing for impact (Fewer, Bigger, Better, Faster).
● Problem and request definition, quickly convert customer problems into internal process.
● Collaborate E2E key stakeholders, jointly identify customer improvement opportunities.
Business Focus
● Fully understand the Go To Market business model and business practice for assigned business unit.
● Engage with business team to figure out the service priority and urgency needs.
● Partner with commercial team to develop the solution to elevate downstream customers capability.
● Capture demand signal and generate insights on customer service, Logistics plan/solution.
● Anticipate the potential business challenge, interpret relevant impact and implication to operation efficiency and service level.
● Lead and drive customer service model innovation, leverage global/regional/industry best practice to elevate service value to business.
Execution Excellence
● Ensure Order to Cash processes are well executed, support customer and business needs. When / where not, work with functional leads to drive improvements.
● Improve overall service agility to increase our ability to respond to Customer needs in China. Ensures initiation of corrective actions with the functional organizations when performance varies to target.
● Shape and develop One Stop Service capabilities to enhance overall effectiveness and efficiency of interactions with other key supply chain functional partners to drive customer value, enhance customer experience.
Experience and key competencies
● Minimum 3 years’ experience in a complex Supply Chain environment.
● Experience in healthcare / regulatory dependent sector is desirable.
● Demonstrated relevant experience in large scale projects/programs will be advantageous.
● Demonstrated collaboration capability with Commercial, Plan and Deliver team to meet customer expectations.
● Creating operational improvement using process excellence tools and leadership.
● Familiarity with supply chain management principles and processes, and the ability to handle emergency situations.
● Strong analytical and problem-solving skills, with the ability to remain calm and make wise decisions in high-pressure environments.
● Strong willingness on innovation and change management.
● SAP and OM experience is desirable.
Leadership Imperatives / Personal Attributes
● Live Our Credo – Demonstrate and inspire the behaviors that reinforce our Credo.
● Connect – Develop deep insights into the needs of our patients, customers, markets and communities.
● Shape – Drive innovation, anticipate industry and market changes to advance health care.
● Lead – Create an environment where leadership and talent development is a top priority.
● Deliver – Deliver results by inspiring and mobilizing people and teams.
Education
● Bachelor or equivalent degree around business administration, supply chain, or finance.
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