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Job Title: Southeast Asia Customer Service Leader

Summary:Manage support & develop Customer Service Reps, ensure the day to day execution of the Customer Service operations; monitor team performance and contribute to a positive workplace.

The role is to provide superb / excellent customer service by leading and motivating the CS team; developing employee loyalty programs and reaching customer satisfaction goals.

Responsibilities Include:

• Ensure the management, development and monitoring of Customer Service team in respect of all Momentive values, strategy and policies;

• Ensure effective and efficient Order to Cash process to maximize efficiency and service level;

• Coach & develop Customer Service agents to emphasize their customer focus, customer intimacy and communication;

• Manage specific issues and alert the management of the associated business risks;

• Monitor queues and backlog ( distressed orders / holds/ Open Customer Claims );

• Act as the referent for the commercial organization: account Managers positions;

• Execute business continuous improvement plans;

• Use the Customer Service KPIs dashboard to pilot the activity; monitor the performance of the team and communicate to the main stakeholders.

• Ensure the daily management of the Customer Portfolio – Order Management; coordination with Supply Chain and support being provided to Commercial colleagues assigned to the same portfolio.

• Analyze data from SAP and Salesforce to identify open issues and take action

• Act as the interface between Sales, Demand Planners, logistic services and all other support departments- Product Stewardship; Trade Compliance; Quality, legal ….

• Manage Inside sales to handle/response from external customers inquiries about sales related matters (Documentation, Sample requests, etc.) co-work with other functions

• Manage to be the main contact for customer communication of selected accounts, build and maintain business relationships with customers through multiple communication channels

• Have new leads qualified by marketing or sales and turn new leads into buying customers with follow-up on sample process

• Manage the business leads and ensure high conversion rate especially through follow-up on sample management

• Provide support to the channel team on as needed basis

• Responsible to ensure efficient IS process, of logging and answering inquiries, is operating efficiently and potential customers, current customers, and internal customers are satisfied and business objectives are met.

• Build sustainable relationship of trust through open and pro-active communication.

Qualifications:

The following are required for the role

• Functional: Master in SAP (SD module) - Fluent English- with business as well as planning and logistics; excellent organization skills; detailed orientation professional; Works Well Under Pressure in a Fast-Paced and complex environment.

• Managerial: Excellent ability to understand company’s culture, business practices and long term business strategy; Excellent Client Relationships; Strong Communication Skills; Complex Problem Resolution.

• Leadership: Excellent presentation; Team Player; Customer and Performance Driven; communication and interpersonal skills; adaptable to changes; ability to solve conflicts; sense of accountability; can- do attitude.

#Li-PP1

What We Offer:

At Momentive, we value your well-being and offer competitive total rewards and development programs. Our inclusive culture fosters a strong sense of belonging and provides diverse career opportunities to help you unleash your full potential. Together, through innovative problem-solving and collaboration, we strive to create sustainable solutions that make a meaningful impact. Join our Momentive team to open a bright future. #BePartoftheSolution

About Us:

Momentive is a premier global advanced materials company with a cutting-edge focus on silicones and specialty products. We deliver solutions designed to help propel our customer’s products forward—products that have a profound impact on all aspects of life, around the clock and from living rooms to outer space. With every innovation, Momentive creates a more sustainable future. Our vast product portfolio is made up of advanced silicones and specialty solutions that play an essential role in driving performance across a multitude of industries, including agriculture, automotive, aerospace, electronics, energy, healthcare, personal care, consumer products, building and construction, and more.

Momentive believes a diverse workforce empowers our people, strengthens our business, and contributes to a sustainable world. We are proud to be an equal opportunity employer . Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any characteristic protected by law.

To be considered for this position candidates are required to submit an application for employment and be of legal working age as defined by local law . An offer may be conditioned upon the successful completion of pre-employment conditions, as applicable, and subject to applicable laws and regulations .

Note to third parties: Momentive is not seeking or accepting any unsolicited assistance from search and selection firms or employment agencies at this time.

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