Sika

Regional Supply Chain Manager - Customer Service

Shanghai, China · On-site · Full-time

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About the role

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EmployerSika
LocationShanghai, China
Work styleOn-site
Employment typeFull-time
Employer posted25 days ago

This position is responsible for leading and optimizing the customer service operations across the APAC region. The role ensures seamless order fulfillment, high service levels, and continuous improvement of customer experience through effective process design, team leadership, and cross-functional collaboration.

Responsibilities:

Develop and implement regional customer service strategies, policies, and procedures to enhance service quality and efficiency.
Lead and mentor the regional customer service team to achieve performance targets and ensure alignment with business objectives.
Monitor and analyze customer service KPIs, such as order cycle time, on-time delivery, and customer satisfaction, and drive improvement initiatives.
Act as the primary escalation point for critical customer service issues and ensure timely resolution.
Collaborate with Sales, Logistics, Planning, and Finance teams to streamline order-to-cash processes and improve cross-functional workflows.
Drive digital transformation in customer service through implementation and optimization of CRM, ERP (SAP), and other service platforms.
Conduct regular business reviews with key stakeholders to align on service performance and strategic priorities.
Ensure compliance with regional regulations and company policies in all customer service activities.

Show full description

Bachelor’s degree in Business, Supply Chain Management, Logistics, or related field. MBA or advanced degree preferred.
8+ years of experience in customer service or supply chain roles, with 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 digital service tools.
Excellent leadership, communication, and stakeholder management skills.
Fluent in English; proficiency in an additional APAC language is a plus.
Ability to work effectively in a fast-paced, multicultural environment.
Customer-centric mindset with strong analytical and problem-solving abilities.

We offer competitive salaries, aligned with local market benchmarks and the specific scope and responsibilities of each role. Compensation is determined based skills relevant to the position, education and/or training. We are committed to fair and equitable pay practices in accordance with applicable laws and regulations.

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