OBJECTIVES OF THE POSITION

Interface with Customers and collaborate with internal teams to ensure all sales orders/purchase requisitions and enquiries are processed in a timely manner, with the aim to ensure that goods and services are supplied on time and customer needs are fulfilled.To enhance customer experience by capturing requirements and expectations (based on identified touchpoints) from the customer and managing the relationship.

MAIN AREAS OF RESPONSIBILITIES AND KEY ACTIVITIES

Perform Sales and Delivery Order Management tasks (Front end):
▪ Receive orders and requirements from the customers/sales team and transfer to Operation team (APTC at Hub) to process. Coordinate with relevant teams to settle issues/complaints.
▪ Collaborate with Supply Chain for timely deliveries and resolve/handle relevant incidents (if any).
▪ Collaborate with Business Units in maintaining master data; DG declaration, business contract sign-off and invoicing.
▪ Monitor shipmen/delivery schedules and notify customers.
▪ Conduct period customer visits.Collaborate closely with the back-office services for Customer Order Management to ensure timely fulfillment of orders, processing of order changes and escalation of NCMs.Contribute to the 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.Actively communicate status, investigation results, corrective actions to customer and ensure on time closure for nonproduct quality related complaints; capture customer expectations/ requirement and feedback to BU/ Functions.Support the implementation of business rules related to customer order management process.Contribute to initiatives to help improve the Net Promoter System (NPS) customer feedback.Capture market intelligence from daily interaction with customers and share with the business as appropriate. Maintain a safe and healthy working environment by following the company's EHS Policy and requirements and report any unsafe conditions and behavior, including near miss and incident, to immediate superior.Additional tasks within Customer Service team: Provide efficient back-up to team-mates; Take up additional responsibilities upon assignment by team-lead/department head.

 

JOB REQUIREMENTS

Degree in Foreign Trade, Economics or other equivalent qualifications2 years of relevant experience in Customer Service and or Supply Chain in multinational company with international operations.Good Mandarin Chinese in speaking and written (mandatory). Import and Export documentation, lncoterms, Customs regulation and practices.Good command of English and Excel & PowerPoint skills.Knowledge of SAP Sales & Distribution module is preferred.Required Competencies: Develop Self & Others, Communicate Effectively, Demonstrate Customer Focus, Collaborate for Achievement.