Customer Service Representative (1 Year Contract)
Location: Vietnam, Ho Chi Minh City
Business Unit / Group Function: MPP
If the chemistry is right, we can make a difference at LANXESS: speed up sports, make beverages last longer, add more color to leisure time and much more.
As a leading specialty chemicals group, we develop and produce chemical intermediates, additives, specialty chemicals and high-tech plastics. With more than 11,700 employees in 32 countries. Be part of it!
Who are we looking for
Are you passionate about delivering exceptional customer experiences We're looking for a dedicated and dynamic Customer Service Representative to join our team! In this role, you will be responsible for processing external and internal customer orders through ERP systems and manual processes, ensuring accurate data management, and collaborating with various stakeholders to resolve issues and maintain seamless operations. If you are passionate about customer service and have a strong understanding of order processing and data management, we would love to hear from you!
Key Accountabilities:
- Order Processing & Administration: Manage end-to-end processing of external customer orders and internal orders, including local sales, semi-indent, and sample orders (online and offline). Handle returns, credit notes, and debit adjustments accurately and in a timely manner.
- ERP Data Management & System Support: Maintain accurate and up-to-date master data in the ERP system, including customer records. Resolve system-related issues (e.g., SAP blocks, transaction errors) and provide troubleshooting support to ensure smooth operations.
- Coordination & Stakeholder Communication: Act as a central coordination point, providing timely information, product documentation, and operational support to internal and external stakeholders (customers, sales teams, planners, GPL, 3PL providers, and vendors). Manage inquiries efficiently via calls and written communication.
- Customer Complaint Resolution: Handle customer complaints using established tools and procedures, ensuring prompt investigation, resolution, and follow-up to maintain customer satisfaction.
- Reporting & Documentation: Prepare periodic sales reconciliation and inventory reports. Generate and issue required documentation, including tax invoices, proforma invoices, and commercial invoices, ensuring accuracy and compliance.
- Compliance, Audit & Policy Support: Ensure adherence to corporate policies and regulatory requirements. Support migration projects, ISO procedures, and internal/external audits (including customs audits). Maintain proper documentation, filing systems, and compliance records.
- Receivables & Dispute Management: Manage and resolve receivables disputes between customers and internal stakeholders, ensuring timely closure and alignment with financial controls.
- SCM & CSR Support / Process Improvement: Support Supply Chain Management (SCM) initiatives and projects. Drive continuous improvement in the Order-to-Cash (OTC) process.
- Local Regulatory & Operational Expertise: Serve as the local point of contact for legal and fiscal requirements (e.g.,VN migration projects). Support HSEQ-related tasks such as hazardous material tracking, and consolidate import/export reporting, tax documentation, and audit requirements.
- Planning, Forecasting & Procurement Support: Collect monthly forecasts (FCST), generate inventory reports, and align replenishment plans with the local commercial team. Create purchase orders for indent and local sales, and prepare related administrative documentation.
- Team Collaboration: Work closely within the SCM team to ensure seamless operations, knowledge sharing, and achievement of team objectives.
Requirements
- Education: University Degree in a relevant field.
- Experience: 5-10 years of experience in Customer Service, Logistics or Supply Chain Management (SCM).
- Technical Skills: Detailed knowledge of ERP systems, particularly SAP and MS systems.
- Industry Knowledge: Strong understanding of global order management processes, logistics, shipping, and international trade.
- Skills:
- Experience in data collection and problem definition.
- Familiarity with the impact of forecasting on operations and order management (OM).
- Strong analytical skills to assess and resolve issues efficiently.
- Proficient in ERP systems, with experience in SAP being a plus
What We Offer You
- Compensation: We offer competitive compensation packages, inclusive of a global bonus program and an individual performance bonus program.
- Comprehensive Benefits: We provide a variety of benefits to support your financial security, health and wellbeing including retirement plans, health programs, life insurance and medical care.
- Work-Life & Flexibility: We support you in maintaining a balance between working hours and personal life. With our global Xwork program, we offer flexible working arrangements in all countries in which we operate.
- Training & Development: We are committed to your professional and personal development and encourage you in the ongoing pursuit of education, training and knowledge through both formal and informal learning .
- Diversity: For us, talent matters, we welcome everyone who commits to our values. We strongly believe that including diverse perspectives makes us more innovative and enhances our competitiveness. Therefore, we embrace the uniqueness of every single individual and are truly committed to supporting our people in developing their individual potential.
Important Notice on Recruitment Fraud:
Please be aware that LANXESS does not request any form of payment or monetary compensation as a pre-condition for employment. All legitimate job opportunities with our company will follow a formal recruitment process, and any communication will come from an official company email domain. If you are ever in doubt about the authenticity of a job offer or recruitment communication, please contact us directly. We take recruitment fraud seriously and encourage all applicants to remain vigilant.
