Senior Process Lead

This role will serve as the dedicated point of contact for the front-line sales team, ensuring seamless coordination across Order to Cash (O2C) and Store to Fulfill (S2F) processes between offshore and retained teams. You will act as a trusted partner to sales, enabling them to deliver exceptional service to key customers by proactively managing order lifecycle issues, resolving bottlenecks, and ensuring timely communication.

Responsibilities:

• Work with Sales Team to identify Order to Fulfill strategy for Key Customers
• Monitor Key Customer Order from Order intake to Fulfillment
• Track and report priority order fulfillment status.
• Resolve escalations by coordinating with offshore teams.
• Lead regular performance reviews and present operational metrics
• Document tribal knowledge and process exceptions.
• Coordinate cross-functional issue resolution across CPC & Offshore teams
• Liaise with internal teams (supply chain, logistics, finance, customer service) to resolve issues impacting customer commitments.
• Monitor and manage high-priority orders and escalations, ensuring timely resolution and communication.

• Provide operational insights and data to support sales in customer engagements.
• Drive continuous improvement by identifying recurring issues and proposing solutions.

• High School Diploma
• Minimum of 6 years of experience in customer service, order management, logistics coordination, or sales operations.

• Candidates with experience in managing Key product categories ( eg PE, NAO, Specialty Chem) & experience in managing Rail Freight, Ocean & Trucking (Bulk) transportation.
• Working knowledge of inventory management, order fulfillment, and logistics workflows
• Ability to interpret and act on order data, delivery schedules, and customer SLAs.
• Experience in stakeholder management; collaboration with internal sales teams and support customer-facing roles.
• Strong verbal and written communication skills.
• Ability to proactively identify and resolve operational issues & work in a cross-cultural team environment
• Open to change and continuous learning
• For APAC- Good communication skills in Mandarin