Regional Supply Chain Manager - Customer Service

Sika
Shanghai
Workplace: OnsiteFull timeFunction: Supply Chain & LogisticsExperience: 8+ yearsEducation: bachelorsSkills: ["Leadership","Communication","Stakeholder management","Analytical thinking","Problem-solving"]

Lead and optimize customer service operations across the APAC region, ensuring seamless order fulfillment, high service levels, and continuous improvement in customer experience. Set regional customer service strategies, lead and mentor the customer service team, track KPIs (order cycle time, on-time delivery, satisfaction), and resolve critical escalations. Partner with Sales, Logistics, Planning, and Finance to streamline order-to-cash, and drive digital transformation using CRM and SAP-based ERP systems.

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FursaFursa
Sika
Sika
4 days ago

Regional Supply Chain Manager - Customer Service

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Lead and optimize customer service operations across the APAC region, ensuring seamless order fulfillment, high service levels, and continuous improvement in customer experience. Set regional customer service strategies, lead and mentor the customer service team, track KPIs (order cycle time, on-time delivery, satisfaction), and resolve critical escalations. Partner with Sales, Logistics, Planning, and Finance to streamline order-to-cash, and drive digital transformation using CRM and SAP-based ERP systems.
Location: Shanghai
Workplace: Onsite
Employment Type: Full time
Job Function: Supply Chain & Logistics
Seniority: Manager level

Key Responsibilities

  • •Develop and implement regional customer service strategies, policies, and procedures to improve service quality and efficiency.
  • •Lead and mentor the regional customer service team to achieve performance targets and align with business objectives.
  • •Monitor and analyze customer service KPIs (order cycle time, on-time delivery, customer satisfaction) and drive improvement initiatives.
  • •Serve as the primary escalation point for critical customer service issues and ensure timely resolution.
  • •Collaborate with Sales, Logistics, Planning, and Finance to streamline order-to-cash processes and improve cross-functional workflows.

Key Requirements

  • •Bachelor’s degree in Business, Supply Chain Management, Logistics, or a related field; MBA or advanced degree preferred.
  • •8+ years of customer service or supply chain experience, including at least 3 years in a regional leadership position.
  • •Strong knowledge of order management, logistics, and supply chain processes in a multinational environment.
  • •Proven experience with CRM and ERP systems (SAP preferred) and other service platforms.
  • •Excellent leadership, communication, and stakeholder management skills; fluent English, with additional APAC language a plus.
Experience:8+ yearsMultinational environment
Education:Bachelor's in Business, Supply Chain Management, Logistics, or related field
Skills:LeadershipCommunicationStakeholder managementAnalytical thinkingProblem-solving
Languages:English
Tech Stack:CRMERPSAP

Company Brief

Sika
Global specialty chemicals company supplying systems and products for bonding, sealing, damping, reinforcing and protecting in the construction and industrial sectors. Offers adhesives, sealants, concrete admixtures, and roofing systems worldwide.
Industry: Chemical Manufacturing
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Baar, Switzerland
Founded: 1910
WebsiteLinkedIn