Job Description

→ Minimum 3 years exp. in sales order management
→ Work Location: Suntec Tower
→ This is a 1 year contract role
→ Working hours: 8.30am to 5.30pm, Monday to Fridays

Our Client, a European Chemical MNC offers the brand with the broadest competitive portfolio of colored and effect pigments globally.

About the Position
A customer service representative supports customers by providing helpful information, answering questions, and responding to complaints. They're the front line of support for clients and customers and they help ensure that customers are satisfied with products, services, and features

Build sustainable relationships and trust with customers through interactive communication.  Handle customer complaints by provide appropriate solutions and alternatives within the time limits and ensure follow up resolution.

Job Responsibilities:  

End to End Order Management

• Perform purchase, Sales and Delivery Order Management tasks in a timely manner.
• Support Credit Management, Billing and Accounts Receivable Follow-up
• Manage Master Data maintenance process to ensure effective order management
• Coordinate and process all export/ import activities and documents, including letter of credit, liaise with all involved 3rd parties (service providers, supplier, bank, etc.), verify documents content consistency and send complete set of documents to customers.
• Proactively contribute and undertake daily trouble shootings and problem solving.
• Comply with all internal operative procedure and business rules (e.g. lead time, MOV etc.). Verify and escalate to team lead and sales head according to company guidelines
• Strive for continuous process improvement like escalate any repeated cases to Regional Logistics Manager in relation to logistics issue.

Customers Management

• Contribute to development of customer relationships through proactive customer communication related to order management e.g. product availability, order status and delivery tracking
• Handle customer complaints via Non-conformance Management (NCM) system Actively communicate status, investigation results, corrective actions to customer and ensure on time closure for non-product quality related complaints. Capture customer expectations / requirement and feedback to team lead, sales and relevant stakeholders.
• Provide order status report and monitor customers' order placement against sales forecast
• Capture market intelligence from daily interaction with customers and share with the business as appropriate

Supportive roles

• Contribute to further development of customer care organization in Asia Pacific, fostering a culture of customer focus in the team
• Support implementation of business rules (projects/initiatives) related to customer order management process

Job Requirement

• Diploma or Degree education
• Well versed with SAP OTC processes
• Good understanding of the products/services of relevant business segments
• Good knowledge of the business processes
• Service Excellence competencies
• Experience in customer service / supply chain / sales / controlling