Date Posted:

Salary:

Objectives of the Position

To enhance customer satisfaction, ensuring customer need fulfilled as per business strategy
To be customer facing, providing customers differentiated SCM services as per business strategy.
To handle customer order

Main Tasks

Customer Service and order management

Perform Order to Cash end to end process execution tasks
To lead customer experience along the order processing journey with Care Chemical as per the expectation set by business.
To drive for customer service excellence in both quality and performance optimization.
To achieve customer satisfaction goals and meet them on a consistent basis
Contribute to development of customer relationships through proactive customer communication related to order management e.g. product availability, order status and delivery tracking
Support Credit Management, Billing and Accounts Receivable Follow-up
Provide order status report and monitor customers’ order placement against sales forecast
Interact with customers on a regular basis, responding to their questions and guiding them to the appropriate service. Build up the customer profile on order processing to support backend supply chain operations.
To work with Shared functional services (including FA/IM/EM/TM/C&FT) to process orders of countries effectively and efficiently. To ensure accurate and on-time transmission of purchase orders to suppliers. To ensure order input accuracy from countries.
Monitor the handling of shipping documents accurately and timely by minimizing L/C discrepancies and late documents by related functional team.
Monitor and ensure accurate and on-time invoicing to customers and affiliated companies.
Support for order automation with tools like ecommerce, World Account etc.

Customer Value Added Tasks

Capture customer intelligence from daily interaction with customers and share with the business as appropriate
Own, setup, update and manage all Customer related master data (e.g. customer vetting, payment terms, credit limit) to ensure data quality and integrity to drive effective/error proof order management.
Execution of business rules related to customer order management process based on customer segmentation. Ensure regional business rule and standard operation procedure are implemented and being follow, address any deviation with root cause and corrective action.
Support CRM System/Data Admin related to customer service
Support business opportunity activities (including sample order processing, sales events, and documentation support, etc.)
Support new customer Biz Model and SC Process mapping as per regional supply chain and local regulatory guideline
Provide customer service related Sales Analysis & forecasting report per sales requirement
Provide customer service related AR related report per sales/controlling requirement to avoid/reduce overdue

SC Performance Management

Check with customer if there is any Supplier performance report, collect and upload to CRM/supply chain share point for review and follow up.
Monitor and manage order process performance per KPIs, NPS Balance score card per defined service levels.
Reporting responsible scope order process performance below target with root cause analysis and corrective action

Supply chain cost optimization

Carefully review customer request and order processing with selection of best cost order model with customer. Work with customer to consolidate demand into full container or full truck load to optimize logistics cost.
Provide advice and support to business to evaluate supply chain costs, storage/shipping/handling charges, sales administration expenses, etc. on order processing.

Supply Chain Planning support and Coordination

Support demand planning and forecast accuracy by follow up with customer contact to get order intake per plan.

Inventory management

Check orders with inventory on hand, follow with customer for delivery schedule to minimize inventory on hand and optimize working capital impact.
Pull in orders with material available to support business growth.
Provide inventory list to business for sales to optimize inventory and support sales target

NCM

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 BU / Functions

Continuous Improvement and Projects

Support and execute service improvement to meet customer satisfaction as per business service level

Minimum Education and Qualification Required for the Position

Education: Tertiary Education preferred, customer service or equivalent experience.
Working Experience: Minimum 2-3 years in Customer services/ supply chain / Logistics / sales experience.
Technical & Professional Knowledge:

Well versed with SAP OTC processes
Good knowledge of the business processes, Incoterms, international logistics, UCP600 etc.
Service excellence competencies
Supply Chain Management knowledge, planning knowledge advantage