Customer Service Lead APAC

LANXESS; Thane; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Global bonus

Retirement plans

Health program

Flexible work

Job summary

LANXESS is seeking a senior Customer Service leader to drive day-to-day CS activities across APAC and to strengthen customer proximity. You will act as the regional SAP Order Management expert, ensuring accurate processing, delivery coordination, issue resolution, and effective customer communication.

The role involves guiding CS teams, driving harmonization of OT C processes, and collaborating with Sales, Supply Chain, and Planning to improve customer experience.

Qualifications

• Graduate with proficiency in Order to Cash processes (SAP L4P).
• 5–10 years of experience in Customer Service.
• Strong SAP OTC expertise.
• Ability to grow into a leadership role in an intercultural Asia environment.
• Good interaction with customers and cross-functional teams.

Responsibilities

• Oversee day-to-day Customer Service activities across APAC.
• Lead regional CS to strengthen customer proximity and standardize processes.
• Act as regional expert for SAP-based Order Management and OT C.
• Drive harmonization and efficiency of Order-to-Cash across the region.
• Collaborate with Sales, Supply Chain, Logistics, Planning to resolve issues.

Skills

Order to Cash SAP

SAP OTC

Customer service

Leadership potential

Cross-functional

Job description

Job Description:

Job Highlights

• Responsible for the day-to-day execution and continuous improvement of Customer Service activities across APAC,Strengthen customer proximity across the APAC CS organization,Establish regional CS leadership in APAC,Drive LRD implementation locally
• Actively manage and support daily Customer Service operations for a defined business area & handle operational tasks during peak workloads, absence coverage, escalations, or critical customer situations
• Serve as the regional expert for SAP-based Order Management and Order-to-Cash processes, ensuring accurate and efficient transaction processing, delivery coordination, issue resolution, and customer communication.
• Provide functional leadership and guidance to Customer Service teams across APAC, supporting problem-solving, best-practice sharing, and process compliance.Drive harmonization, standardization, and efficiency of Order-to-Cash processes across the region.
• Drive a customer-centric approach by encouraging direct customer engagement and building a thorough understanding of customer requirements
• Support digitalization initiatives and promote the adoption of eBusiness solutions in close collaboration with Sales.
• Monitor and improve key service KPIs, including OTIF, backlog management, and service performance.
• Collaborate closely with Sales, Supply Chain, Logistics, Planning, and other stakeholders to resolve operational challenges and improve customer experience.

Experience / Skills

• Graduate with Proficency in Order to Cash Process ( SAP L4P).
• 5-10 years of Experience in Customer Service.
• Very strong in SAP OTC processes.
• The candidate should be capable of growing into a leadership role in an intercultural environment in Asia.
• Should be able to interact with Customers & Cross functional teams.

If the chemistry is right, we can make a difference at LANXESS speed up sports, make beverages last longer, add more color to leisure time and much more.

As a leading specialty chemicals group, we develop and produce chemical intermediates, additives, specialty chemicals and high-tech plastics. With more than 13,000 employees. Be part of it!

What We Offer

• Compensation We offer competitive compensation packages, inclusive of a global bonus program and an individual performance bonus program.
• Comprehensive Benefits We provide a mixture of various benefits to support your financial security, health and wellbeing including retirement plans, health programs, life insurance and medical care.
• Work-Life & Flexibility We support you in maintaining a balance between working hours and personal life. With our global “Xwork” program, we offer flexible working arrangements in all countries in which we operate.
• Training & Development We are committed to your professional and personal development and encourage you in the ongoing pursuit of education, training and knowledge through both formal and informal learning.
• Diversity For us, talent matters, we welcome everyone who commits to our values. We strongly believe that including diverse perspectives makes us more innovative and enhances our competitiveness. Therefore, we embrace the uniqueness of every single individual and are truly committed to supporting our people in developing their individual potential.

Join the LANXESS team!