• Serve as the main contact for key stakeholders, including commercial finance, logistics, and other departments, ensuring smooth communication and collaboration. • Manage order processing across multiple channels (email, phone calls, web portal), ensuring timely and accurate processing of all incoming orders. • Respond to customer queries in a timely and accurate manner, providing clear and helpful information via phone, email, and other communication channels. • Handle customer complaints, offering appropriate solutions and alternatives within established timeframes, ensuring customer satisfaction and resolution. • Demonstrate a thorough understanding of products and services to effectively address general customer inquiries and support customer needs.. • Work collaboratively with internal partners (supply planning, distribution, finance, and marketing) to coordinate order management activities and ensure seamless operations. • Proactively identify opportunities for process improvements and work with business areas to design and implement effective solutions. • Coordinate activities and processes between ASP and various service providers, both internal and external, to ensure efficient order management and service delivery.

• Manage day-to-day operations of the team, providing first-hand support for internal escalations and ensuring quick resolution of issues. • Collaborate with Quality Monitoring, Training, and other internal teams to onboard and train new hires, providing intensive coaching and mentoring to ensure team readiness. • Proactively identify and resolve issues impacting customers, creators, and sellers by working closely with team members, peers, and management. • Develop and implement policies and processes that foster a positive and productive work environment, boosting team morale and recognizing employee achievements. • Set OKR goals for direct reports, providing feedback and coaching to improve service quality, productivity, and customer satisfaction, while monitoring progress against key milestones. • Conduct trend analysis on customer satisfaction and other core metrics, implementing strategies to improve operational outcomes.

• Shifting with the team to receive customer calls, messages, mails, requests, or complaints. Communicating with customers on behalf of the company. • Ensure the customer care log is timely prepared, accurately and timely input with the necessary info by all involved team members. • Upsell and cross-sell products to existing customers, enhancing revenue and customer satisfaction. • Oversee the resolution of customer complaints and inquiries, ensuring timely, professional, and effective responses. • Monitor customer feedback, identify trends, and use insights to improve service quality. • Ensure customer inquiries are managed across all communication channels (phone, email, live chat,social media).

International Relations