KEY TASKS AND RESPONSIBILITIES
Order process management (Order to Cash - O2C & Care to Retain - C2R )
Punch in the customers' orders (internal & external) into local country / out of the country (Source Plant) ERP system and validate the order context according to internal (i.e.: Trading Hub) / external customers’ requirements and Source Plant’s capability.
Follow Service Level Agreements (SLAs).
Liaise with Source Plant’s logistic coordinator to organise shipment to ensure on time shipment in full
Generate Order confirmation and communicate with Destination CS team in APAC and EMEA on shipment dates and adjustments
Ensure customer service requirements for all shipments into the servicing region, trade bookings, and documentation and counter requirements.
Knowledge of export transaction is a prerequisite and must be able to effectively troubleshoot any issues that may arise.
Support in new business partner creation (FOB incoterm vendor) P2C, credit application, credit release application, credit note / debit note request if needed.
Support in both Internal & External Audit
Provide backup for other customer service teams as required.
Billing & Shipping Document
Maintain Shipping documentation as per the international trade norms
Timely processing of invoices for customer orders
Input data in ERP
Review data and correct discrepancies as needed
Maintain customer invoice files for archive in customer files (electronic or non electronic)
Manage billing process and participate in ERP implementation as needed
Customer communication in collaboration with Destination CS APAC, EMEA, PMA Sales and EMEA Intercompany
Be the single point of contact for allocated customers on all information requests, complaints, etc.
Directly collect information and communicate to customer when possible (e.g. shipment tracking)
Liaise with complaints, samples & regulatory coordinator for requests requiring task allocation and follow-up with other functions (e.g. operations)
Keep a good relationship with customers and maintain a high level of customer satisfaction
Customer requests coordination (not directly answered by Customer Service)
Collect customer requests requiring task allocation and register in CRM.
Follow-up with other functions from Customer Service (e.g. complaints, samples, regulatory questionnaire)
Communicate back to Customer Service for customer information
Follow-up on tasks allocated with relevant functions until it’s closed (e.g. following up on samples sent-out from plants, complaint status, sample status and regulatory questionnaire … etc)
JOB SPECIFICATIONS
Education:
Bachelor’s degree or above, preferable in Supply Chain/Logistic/Business Administration.
Typical Profile:
Customer Service Lead/Manager in a manufacturing industry (preferable Metals & Minerals, Construction Products (cement, glass, ceramics, steel etc)
Customer oriented profile with previous Sales/Sales Admin exposure
Experience:
05+ years of experience customer service with knowledge in manufacturing
Hands-on experience in Business Transfer and International Trade as well as Letter of Credit handling, incoterm, etc.
Proven experience in a CRM program is an advantage.
Experience in handling complaint from customers and solving complex client situations is an advantage
Deep knowledge of customer journey improvement to drive customer centricity
Languages:
Proficient in English.
and
Permanent