Job Description
Synthomer is a leading supplier of high-performance, highly specialised polymers and ingredients that play vital roles in key sectors such as coatings, construction, adhesives, and health and protection – growing markets that serve billions of end users worldwide. Headquartered in London, UK and publicly listed there since 1971, we employ c.3,900 employees across our 5 innovation centres of excellence and more than 29 manufacturing sites across Europe, North America and Asia. Around 20% of our sales volumes are from new and patent protected products.
At our innovation centres of excellence in the UK, Germany, China, Malaysia and Ohio, USA we collaborate closely with our customers to develop new products and enhance existing ones tailored to their needs, with an increasing range of sustainability benefits. Since 2021, we have been proud holders of the London Stock Exchange Green Economy Mark, which recognises green technology businesses making a significant contribution to a more sustainable, low-carbon economy.
JOB OBJECTIVES:
• To Manage the customer service activities in China (and Asia Pacific (for AS). To support/coordinate/ lead project, system integration, process optimization, problem solving etc under the supervision of Supply Chain Manager. To manage the people of CSL team.
MAIN RESPONSIBILITIES:
• Leads CSL team to drive a high and consistent customer service performance.
• Manages direct reports by setting clear expectations and providing ongoing and constructive feedback.
• Manages Order to Cash process for different mode of deliveries under different ERP systems (including domestic orders, overseas direct orders, intercompany importation, toll and resell, etc.), drive continuous process improvement to meet business needs.
• Manages customer service KPI performance, like OTTR / OTTP / Customer complaints closure cycle time, etc., identify improvement opportunity and drive performance achievement.
• Be responsible for customer experience improvement, solves problems, resolves issues with minimal cost solutions.
• Supports month end closing, ensures timely and accurate closure.
• Be responsible for people management and development in customer service function, improve function productivity, Build up knowledge bank and CSL backup plan.
• Manages/Reviews CSL ISO procedures, instructions and records, makes sure team execution stick to ISO requirement. participates internal and external audit.
• Works with planning, logistics or other related functions to support any new business modes which required by commercial.
• Leads, executes or participates in short-term and long-term project under business development or integration purpose.
• Works as SAP and UFIDA key user, supports/coordinates/ leads related system enhancement and potential global SAP implementation.
• Carries out work in accordance with company Safety and Environmental Policies and ensure SHE compliance in line with relevant internal SHE regulations and all other legal and corporate standards.
• Other work assigned by supervisor.
REQUIREMENTS:
• Bachelor or above, major in International trade, logistics, supply chain or related field.
• At least 6 years solid experience in Customer Service, experience in chemical industries would be plus, with at least 2 years of supervisor role.
• Experience of SAP operation and system Implementation/SAP Upgrade/SAP.
• Enhancement, work as the role of SAP key user or super user.
• Excellent communication skills in both Chinese and English.
• Good Computer skills.
COMPETENCY:
• Logic and economic thinking skills.
• High accountability and strong sense of teamwork.
• Good working ethic.
• Self-motivated and able to work independently.
• Leadership.
🌍 Global Benefits Overview
💰 Competitive, market-aligned compensation
🎯 Discretionary global bonus scheme
📈 Discretionary Long-Term Incentive Plan (LTIP) – for senior positions
🚗 Company car or car allowance – varies by region and role
🩺 Healthcare – tailored to regional locations
👶 Parental leave and family support – maternity, paternity, adoption (aligned with regional policies)
🏡 Working options – flexibility where it matters, based on role and business needs
📚 Learning & development opportunities – training, online platforms, buddy/mentorship programs, Internal Synthomer University with L&D offers
💙 Wellbeing support – employee assistance program (EAP), mental health resources, wellbeing initiatives
🌱 Retirement / pension contributions – plans vary by country
🤝 Culture of Inclusion – where everyone can thrive
🏆 Performance culture, global reward & recognition programmes