Customer Service Process Manager

Akzo Nobel Paints (Singapore) Pte Ltd; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

A leading company in the paint industry seeks a Customer Service Process Manager in Singapore. In this role, you'll lead training and improvement initiatives for the Customer Service team in an ERP environment, emphasizing problem-solving and effective communication. Your expertise in SAP and analytical skills will be vital for optimizing processes and ensuring compliance across the organization.

Qualifications

• Proven experience in ERP SAP end user training within the Customer Service area.
• Strong communication and team skills for training and presenting.
• Ability to innovate solutions to business problems.

Responsibilities

• Lead training for SEA Customer Service team on OTC ERP processes.
• Support day-to-day execution and drive process improvements.
• Act as liaison between end users and IT for system issues.

Skills

Training

Problem-solving

Communication

Interpersonal Skills

Analytical Skills

Tools

ERP SAP

Microsoft Office

Job description

Location: Tuas South

Purpose of the job

• The Customer Service Process Manager / Regional Process Coach should be knowledgeable on both the sub-processes and systems due to their close contact with the user organisation and have a good understanding of the MPY business.

• SEA Customer Service team lead for training on key business processes used in Order-To-Cash (OTC) ERP environment.

• Support the development of the Customer Service team in improving daily activities and processes whilst bringing in a continuous improvement mindset.

• First point of contact for problem solving of business process issues in SAP within MPY SEA team and training others on best practices

Job Scope

• SEA Customer Service team lead for training end users on key business processes used in Order-To-Cash (OTC) ERP environment.

• Be the first point of contact for sub-process related questions and issues

• Support their Customer Service team colleagues in the day-to-day execution of the processes system-wise

• Look for small improvements, drives best practice and shares good practice ideas.

• Align and agree with the OTC Improvement manager who have the mandate to approve or reject changes and continuously improve the process

• Maintain record of process training across the SEA COS community, identify training requirements and plan appropriate team and individual training sessions

• Develop, review and update process documentation for key processes and responsible for maintaining these on shared systems and disseminating regular updates to end users

• Enters Change Requests in the MyIT system and helps to deploy changes successfully and tells colleagues about these changes.

• Act as a first point of contact in the business for IM, making sure changed / new functionality is deployed successfully

• Joins regular IM Application Contact and Process Coach meetings.

• Helps to coordinate system testing when needed.

• Coordinate and ensure on-time and adequate business testing of systems (for example regression testing)

• Act as liaison between end users, and Global Subject Matter Experts and IT to resolve user queries and needs on typical system user issues and bridge the knowledge gap

• Collaborate with other cross functional process experts to support and implement cross functional process improvements relating to ERP

• Monitor and drive compliance by users to Standard Processes and Practices

• Support bringing new users (including new hires) up to speed with OTC ERP workflows

Job requirements

• Proven experience in ERP SAP end user training within the Customer Service area

• Focus on self-development in ERP and leverage BU and Global expert network to advance system knowledge, and then transfer to end users

• Be curious and creatively look for opportunities to leverage innovative technology as well as optimize processes and methodologies

• Strong communication, interpersonal, and team skills; with the comfort and ability to train, communicate and present to end users, and peers, as well as senior leadership

• Self-motivated with excellent analytical and problem-solving skills to innovate smart solutions to business problems

• Ability to multi-task, and prioritize projects and business objectives, to drive process improvements

• Ability to clearly communicate information between end users and IT and the knowledge of when issues need to be escalated and drive issue resolution

• Advanced knowledge of Microsoft Office suite of products