Head of Customer Service Center & Process Excellence, SEA

Every day, we get opportunities to make a positive impact – on our colleagues, partners, customers and society. Together, we’re pioneering the solutions of the future and unlocking the full potential of precious resources. Trusted to act on initiative, we challenge conventional thinking to develop world-leading technologies that inspire progress in vital areas, including energy, food, water and shipping.

As we push forward, the innovative, open spirit that fuels our 140-year-old start-up culture and rapid growth also drives our personal growth. So, as we shape a more resourceful, less wasteful world, we build our careers too.

Who You Are

You are a self-motivated team player with the ability to easily network in an international and cross-cultural environment, working in line with Alfa Laval drivers; Action, Interaction, and Satisfaction. You are driven and see solutions rather than problems, effectively prioritizing and executing tasks. A focus on continuous improvement is in your DNA. You build trust, by clear communication with no prestige.

If the above sounds like you, this position might be just what you’re looking for!

About The Job

We are seeking an experienced leader to oversee and drive the customer service operations and process excellence initiatives across Southeast Asia. The role is responsible for delivering exceptional customer experience, optimizing service processes, and leading regional teams to achieve operational excellence and customer satisfaction.

Job Description

Strategic & Operational Leadership

• Elaborate the annual CSC action plan, setting key priorities aligned with the local Sales Strategy and business targets.
• Lead the Customer Service team with clear direction, ensuring performance is aligned with company goals and the defined plan.
• Develop, motivate, and coach direct reports to strengthen competencies and secure succession planning.
  
  

Order Management & Execution

• Oversee the end-to-end order fulfilment process, from entry to delivery, ensuring accuracy, timeliness, and adherence to customer contract requirements.
• Monitor and follow up on backlog and invoicing to ensure timely revenue recognition and customer satisfaction.
• Coordinate order logistics with Alfa Laval factories to align with contractual delivery terms.
  
  

Customer & Stakeholder Collaboration

• Champion a customer-centric mindset and ensure consistent high-quality service delivery.
• Act as the main point of escalation for complex service issues or key accounts and drive the custoner claims management process
• Coordinate closely with Sales, Finance, Supply Chain, and other departments to ensure a seamless customer experience.
  
  

Finance & credit risk Management

• Execute the credit control as instructed by Finance through the Customer Support team.
• Coordinate with the Finance team for backlog follow-up, and resolution of credit or payment issues.
  
  

Process Excellence & Continuous Improvement

• Identify and implement process improvements to increase efficiency and reduce operational friction.
• Drive digital transformation and service innovation in collaboration with internal and global stakeholders.
• Apply Lean Six Sigma methodology to support structured, data-driven improvements.
  
  

Governance & Compliance

• Ensure full compliance with export control, internal controls, policies, and regulatory requirements.
• Prepare for and support audits and risk assessments as needed.
  
  

What You Know

• Bachelor’s degree in Business, Operations, or related field.
• 10-15 years of experience in regional customer service operations, including at least 5 years in a leadership role managing a diverse team.
• Proven track record in managing regional teams within a multinational environment is preferred.
• Proven track record in process improvement (Lean, Six Sigma preferred) and transformation initiatives.
• Strong leadership, analytical, and stakeholder management skills.
  
  

What’s In It For You

We offer a challenging position in an open and friendly environment where we help each other to develop and create value. Your work will have a true impact on Alfa Laval’s future success.

We care about diversity, inclusion and equity in our recruitment processes. We also believe behavioral traits can provide important insights into a candidate's fit to a role. To help us achieve this we apply Pymetrics assessments, and upon application you will be invited to play the assessment games.