Team Leader Customer Service

BE GREAT TOGETHER WITH US.

Innovation, Efficiency and Ambition: this is what VAT has stood for over 50 years. 

With this passion, VAT has grown to become the leading international developer, manufacturer and supplier of high-performance high-end vacuum valves and vacuum sealing technology, employing over 2000 people worldwide.  The headquarters are located in Haag (Switzerland), the production centers in Switzerland, Malaysia, Romania and Taiwan.

The Customer Support Team Leader – Asia leads and develops the regional Customer Support team, ensuring high service quality, operational efficiency, and strong cross-functional collaboration. This role drives both tactical and strategic initiatives, managing local teams and assigned accounts
to deliver excellent service to internal and external VAT customers across the Asia region. Success is measured through KPIs and SLAs, including order accuracy, response time, backlog reduction, and adherence to established processes.

Key Responsibilities

Team Leadership & Order Management

• Provide friendly, courteous, and professional support for customer orders received via email, telephone, customer portals, and fax using the company’s Order Management System.
• Manage end-to-end customer orders including order entry, monitoring, consignment projects, tracking changes, backlog management, and ensuring full compliance with customer requirements.
• Managed consignment inventory programs, ensuring accurate tracking, timely replenishment, and alignment with customer demand, while reducing discrepancies.
• Oversee and optimize the performance of the Customer Support team to ensure high productivity and effective resource utilization.
• Measure and monitor workloads, order volumes, fulfillment complexity, and resource utilization, including conducting central mailbox audits where applicable.
• Periodically review and adjust account assignments and support coverage to ensure balanced workload and alignment with business priorities.
  Lead, coach, and mentor the Customer Support team to maintain high accuracy, adaptability, and service excellence.
• Drive team engagement with Customer Service Excellence initiatives and monitor progress against KPIs, SLAs, and performance targets.

Process, Quality & Cross-Functional Collaboration

• Reinforce and ensure adherence to all cross-functional processes implemented in partnership with the Country Sales Operations Manager and other stakeholders.
• Actively drive consistency and standardization of customer support and supply chain–related processes across the Asia region.
• Document and maintain all work instructions and work processes (including but not limited to Supply Chain–related processes) for the Asia region.

Escalation, Risk & Issue Management

• Serve as the first point of escalation for all customer order–related issues.
• Coordinate closely with relevant intra-VAT functions to ensure timely and effective issue resolution.
• Provide risk assessments for order backlogs, delivery constraints, and service issues, and proactively escalate when required.

Reporting & Business Support

• Support the Country Sales Operations Manager with order analysis and reporting, including but not limited to bookings, revenue, and open order reports.
• Proactively support the Local Head of Sales on orders with potential delivery, revenue, or customer satisfaction risks.

Key Competencies

• Strong leadership, coaching, and mentoring skills.
• Excellent problem-solving and risk assessment capabilities.
• Strong customer focus with a commitment to service excellence.
• Effective communication and cross-functional collaboration skills.
• Ability to manage priorities across multiple stakeholders and time zones.

Qualification

• Bachelor’s degree in business Admin/ Marketing/Supply Chain or another related field
• Good command in English and Mandarin is required.
• Well verse in using Microsoft Office (Excel & Outlook), PowerPoint and Access knowledge is an advantage
• Ability to develop complex reports and metrics.
• Good interpersonal, organizational, and communication (oral & written) skills.
• Ability to function independently and multi-task.
• Team player with good problem-solving ability.
• Minimum 5-8 years’ experience as a customer support specialist, operational support in multi-functional process environment.
• Familiarity with production scheduling (ERP) is highly desired (optional). 

VAT is an equal opportunity employer. We see ourselves as a responsible and far-sighted employer that offers not only jobs, but also career and personal development opportunities through various training programs. We recognize the value of employee diversity and provide equal employment opportunity for all qualified application that contributes to innovation, improves customer orientation and employee satisfaction. One-step in this direction is to ensure that people are recognized and fairly compensated for their contributions to the company. In 2021, VAT received the Fair-ON-Pay+ certificate as an acknowledgement for our commitment in ensuring equal pay for equal work between men and women.