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Customer Service Supervisor

Company Name:  LB Polyolefin Shanghai Co
Location: 

CN

Req ID:  72680
Facility:  Shanghai-484
Department:  Customer Service Shanghai
Division:  Global APS and Supply Chain

Customer Service Supervisor

Basic Function

The purpose of the job is to lead the customer service teams within China to manage the entire Order-To-Cash process to complete customer order fulfillment and revenue recognition activities in supporting O&P RMB business in China.

Roles & Responsibilities
  • Manage the Customer Service functions for one of the offices in China.
  • Manage RMB customer order fulfilment, provide the guidelines and instructions to the team, to ensure the order processes, deliveries and payment processes are executed effectively within customers expected timeline. review the operation process when needed
  • Lead the team to follow LYB requirements( compliance/policies/process/safety)
  • Support manager to review the RMB CS functions, work with other functions for operation improvement. ( new operation process setting, SAP enhancement)
  • Set clearly goals and objectives for the team, provide the support when needed, supervising the team performance, make sure the team has the enough competencies to fulfil biz requirements and follow Asia supply chain strategies.
  • Assist manager to implementing new LYB standards or requirements in RMB CS function, support SAP enhancements and testing when needed
  • Responsible and accountable for the resolution of order-to-cash process problems and effective communication to all involved parties
  • Assist Manager to develop and implement an effective and reliable back up system for the customer service team. Coordinate and align with other teams when required
  • Participate in Internal and external audits
  • Assist manager to provide training, guidance, and functional expertise as needed to assist and train colleagues  in CS team, support PAD and IDP review
  • Handles and assist other team member to resolve customer complaints in a tactful and professional manner to ensure customer satisfaction consistent with LyondellBasell’s guidelines.
  • Monitors payments and, where necessary, supports Finance with the calculation of rebates. Requests credit and debit notes for price corrections.
  • Ensures mutual exchange of information between customers, sales and other internal departments (incoming orders, lost orders, outstanding payments, complaints, and special incidents).
Min. Qualifications

Education:

University / college degree preferred or equivalent experience

IT capabilities (SAP, MS Office)

Work Experience:

Minimum of 6 years in Customer Service or similar role with customer contact

Has the experience to lead a team to achieve the goals which got aligned or assigned by up level manager.

Languages:

  1. Mandarin
  2. English
  3. one or more other Asian language depending on the customers
Skills
  • Good understanding of LyondellBasell’s business processes and operational procedures.
  • Sound knowledge of shipping and logistics to achieve results in an efficient and cost-effective manner.
  • SAP experience, can support the SAP launch or SAP enhancement in region.
  • Computer/office skill, can generate office reports if needed.
  • Presenting skill, has the presentation skill to internal and external biz partners.
  • Possesses basic, up-to-date knowledge of LyondellBasell’s products and services.
Core Competencies

Building Effective Teams -  Blends people into teams when needed. Creates strong morale and spirit in the team. Shares wins and successes. Fosters open dialogue. Lets people finish and be responsible for their work. Defines success in terms of the whole team. Creates a feeling of belonging in the team 

Teamwork Attitude – willing to strive together in order to realize solutions in a challenging team setting, looking for common interest, aspires to reach answers to problems and solutions in the interest of the company  

Communication -  Communicates messages in a clear way that does not leave room for ambiguous interpretation 

Priority Setting – Spends his/her time and the time of others on what's important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus.

Functional Competencies

Customer focus – building strong customer relationships and delivering customer centric solutions, focus on internal and external customers.

Collaborates – building partnerships and working collaboratively with others to meet shared objectives, within and cross functions.

Cultivates innovation – creating new and better ways for the organization to be successful, uses lateral thinking, questions the status quo.

Drive for Results – Steadfastly pushes self and others for results; works with passion and a sense of urgency; seeks opportunities to improve results and processes in a proactive manner; contributes to the goals and profitability of the company. KPI

Motivating Others - Creates a climate in which people want to do their best. Empowers others. Invites input from each person and shares ownership and visibility. Makes each individual feel his/her work is important. Is someone people like working for and with.

Interpersonal Capability – Builds appropriate rapport with others; is comfortable receiving coaching and feedback from others; builds constructive and effective relationships; uses diplomacy and tact; diffuses even high-tension situations comfortably; encourages cooperation and collaboration; is candid with others; solves problems with others with a minimum of noise.

‘Order to Cash’ process – Understands the process in general and in particular the differences between the business units from forecast, order entry, planning, allocation, shipping up to billing. 

Quality Management – Good knowledge of the Quality Management Systems and the Quality Notification process. Handles, resolves and monitors customer complaints in a tactful and professional manner. 

Problem Solving  – Ability to analyze  problems and detect root causes. Implements and monitors tools and measures to resolve the problems

Team management – experience in team management, can lead and group the team to achieve the group target.

Competencies
Builds effective teams
Collaborates
Cultivates innovation
Customer focus
Demonstrates courage
Drives results
Ensures accountability
Instills trust and exemplifies integrity

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