Business Operations Senior Advisor (Support Korea, Japan, Philippines and A&Z Markets - Korean [...]

Business Operations Senior Advisor (Support Korea, Japan, Philippines and A&Z Markets - Korean Speaking)

bp Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Job Purpose

The business operations teams are accountable for the overall customer experience coordinating day‑to‑day delivery of customer service, sales execution, and delivery operations. The operations advisors act as the key relationship manager between Sales, Marketing, Global Supply Chain (GSC), and Finance Business Technology Center (FBT). Ensuring uninterrupted customer service by leading sophisticated orders / deliveries issues raised in other functions and works efficiently across countries, regions, and functions.

Key Accountabilities

• Evaluates the level of services offered to the customers, identifying areas of concern and recommending the right actions (using the IFOT and HIDS tools for customers).
• Represents the Business Operations function on the country or Area level.
• Communicates with sales (Marine and Energy) and GSC, being the focal point for dispute resolution. Networks issues within Customer Operations, trying to achieve consensus among the team and elevates, where appropriate.
• Interfaces regularly with the Regional Operations Manager.
• Ensures that the GME strategic directions are implemented on a local level, proposing ways of adapting the strategy to the country / area business environment. Works closely with FBT ensuring that OM team capabilities are aligned with the strategy requirements.
• Acts as a first point of reference in case of local issues, offering support to resolve them and decides on issue. Resolve technical issues in order management prior to customer concern.
• Based on pre‑agreed processes and frequency, works closely with FBT to set relevant KPI’s for the OM teams, and reviews OM performance and compliance.
• Builds up strong relationships with key customers through joint visits with account managers.
• Ensure the team delivers as per our customer service agreement in all respects and take prompt corrective action to deal with unforeseen circumstances, e.g., product contamination, change in delivery transport or unavailability of product when consulted by the OMs.
• Support the demand to supply planning for the channels working with the GSC demand planning team optimizing the complex and conflicting relationship between delivering the customer offer whilst optimizing logistics and working capital costs.
• Support Sales with timely events input and recommendation to build the robust assumption for sales forecasting.
• Support the GSC demand planning team with timely sales events input to maintain the correct stock levels to meet customer’s needs, as measured by IFOT, while developing mitigation plans to reduce working capital and avoid slow moving and obsolete stock (SLOB).
• Together with FBT, accountable for indicators that track customer satisfaction within the Order to Cash process.
• Responsible for ensuring uninterrupted customer service by managing complex orders / deliveries that are referred to the team for resolution. Ensure that relevant processes & procedures are updated and implemented in the area, as appropriate.
• Lead in ad hoc projects and provide advice on project feasibility, time and resources required to complete project workload from operations coordination lens.
• Act as a focal point for all the areas for the development and implementation of key processes and procedures, aiming to optimize customer service and operating practices, costs and services offered to customers.
• Supporting the business meet customer needs through the Competitor Assist program to procure and supply products from outside when not available in‑house.
• Facilitate airfreight requests to ensure that we are meeting customer requirements while looking to challenge the need for airfreight through process improvements and better coordination with GSC where relevant.
• Investigate all customer complaints or non‑conformances logged in the customer complaint system & their timely resolution. Identify recurring trends and work with GSC to implement effective corrective actions.
• Lead initiatives on analysis, control, and reduction of logistics costs (e.g., rushed orders reduction, port optimization etc.).
• Coordinate all aspects of implementation, together with GSC, for changes to GME customer offers, ranging from new product launches to delivery lead time changes etc.
• Act as response team member for crisis / continuity management, with accountabilities consistent with relevant response plans and as assigned by the response team leader.
• Drive for complaints timely resolution and investigation on all customer complaints or non‑conformances logged in the customer complaint system. Identify recurring trends and work with GSC to implement effective corrective actions.
• Identify and resolve operational issues, making informed decisions, and raising issues as appropriate.

Experience

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Benefits and Environment

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform crucial job functions, and receive other benefits and privileges of employment.

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