Role Description:
Responsible for the first point of contact for our customers. The role is responsible for accurate order processing, delivery coordination, customer communication, and system management to ensure smooth operations and on-time delivery. Maintaining strong customer relationships, handling inquiries, solving problems, and processing orders. They are essential for ensuring customer satisfaction and loyalty, directly impacting the company's success and reputation.
Responsibilities:
- Order Handling: Accurately process sales orders by entering purchase orders into the database and provide timely order confirmations and updates to customers.
- Delivery Process: Manage invoicing, draft invoice, and necessary supporting documents for customers. Handle document collection (POD, toxic form) from customers, manage outbound logistics, and coordinate with third-party logistics (3PL) providers and customers to ensure smooth delivery.
- Order and Supply Overview: Regularly update customers/sales on order status, stock availability, and inbound shipment details in relation to promised delivery dates. Ensure communication with customers and sales teams to maintain a high service level and on-time-in-full (OTIF) delivery.
- Responsiveness: Address and resolve customer issues related to service failures or concerns promptly. Ensure prompt communication with customers and sales teams, including outside working hours when necessary.
- Customer Care: Maintain strong communication and relationships with customers, working closely with the commercial team. Proactively liaise with supporting departments to ensure smooth order processing, delivery, and proper checks and controls.
- Non-Conformance Reporting (NCR): Initiate NCR and claim processes e (if applicable) to ensure preventive and corrective actions are properly addressed and documented in the system.
- Cross BU Support: Provide support for other departments as needed, including handling special requests, covering for colleagues during absences, and during vacancies.
- System Management: Ensure all key data is entered into the system in a timely manner and fully utilize JDE and Sales froce system capabilities. Oversee daily dispatch activities and ensure correct inventory locations are maintained in JDE.
- Project Support: Assist with supply chain projects, taking on additional assignments related to procurement, demand planning, warehouse coordination, and more as needed.
- Other Duties: Perform additional tasks as assigned by the supervisor.
Requirements:
- At least 3 years of experience in customer service, sales support preferably within the industry related to the chemical company.
- Demonstrated experience in managing customer services for local customers.
- Strong interpersonal skills to effectively interact with various teams, areas, and levels of organization.
- Effectively communicate in a clear and convincing manner.
- Logical thinking with good analytical and problem-solving skills
- Abilities to work under pressure and time constraints.
- Familiar with Microsoft Office, CRM system, e.g, Salesforce, and ERP system, e.g., JDE.
- Experience with customer service software, databases, and tools, as well as a proven track record of managing customer satisfaction and service quality.
- Good command in English.
