Customer Service Executive (1 year Contract) | Manufacturing Industry

Customer Service Executive (1 year contract)

Objective:

.Ensure correct and accurate data entry

.Responsible for processing new orders, nominating transporters, monitor shipments, investigate reasons of delay, managing claims (e.g. claims related to inventory shortage and damages) processing customers complaints, processing customer related payments (e.g. customer invoices, credit notes and debit notes) maintaining relationships with customers/sales, and daily work coordination with third party providers (3PL) and supporting his/her Manager as required.

.Responsible for analytical work

.Fulfill his/her tasks to support the overall company and SBU strategy and fulfill given targets, act according to company's values and mission and promote company's brand and brand promise

Order Management:

.Generate customer orders via SAP and ensure all validation checks are done

.Identify Material Availability, confirm delivery date and release sales order

.Manage and coordinate order issuing and order release

.Initiate and monitor unblocking process by interacting with Planning & Finance

.Follow-up and support new material code creation cross-functionally

.Handle with accuracy the Order Management to achieve customer satisfaction and reduce costs by first-time-right orders

.Processing customer-related payments (e.g. customer invoices, credit notes and debit notes

.Maintaining relationships with customers and daily work coordination with third party logistics service providers (3PL) and supporting his/her Manager as required.

.To review and prepare documents for LC submission for LC payment term orders

Order Fulfillment:

.Liaise with 3PL for all distribution activities that include create Outbound Documents (OBD), picking of inventory and arrange shipment

.Confirm product picking and picking list with 3PL and agree lead time for loading and delivery

.Execute orders as per confirmed commitment and advise customer on order status

.Escalation to 3PL for any non-conformances as per agreed service level

.Monitor shipments, investigate reasons of delay, Ensure delivery was completed and compliance to customs regulations

.Monitor documentation for shipment i.e. delivery note, and creation of Delivery order for Ex-Benoi & TH orders

.Monitor performance of 3PL proactively to avoid customer complaints for late delivery and claims

.Execute customer orders according to agreed service level.

.Prepare shipping documents for all SEA Intercompany direct shipment orders, that include commercial invoice packing list & COA. Send/dispatch full set of documents to customers.

.Follow up with source for documentation & revision if any

Complaint Handling:

.Responsible for non-technical compliant handling process, including technical quality notification creation, follow up, feedback and compensation/return process

.Handling complaints and feedback from unsatisfied customers via phone or other communication tools in a professional and polite manner

.Responsible for system related complaint handling process

.Follow up with concerned parties: Sales Manager, Business Manager, Technical Managers and divers supply chain function

.Execute credit/debit notes based on written communication and approval

.Initiate refund request according to MAS (Master of Authority Schedule)

.Close complaint in the system

Reporting:

.Prepare and submit day-to-day operations and performance reports

.Issuing special reports & business PPT according to needs from CS manager

.Perform data analysis, rootcause findings.

Other Key Tasks:

.Follow up, closing and clearing invoices with Finance.

.Communicate to customers in a polite and service oriented style

.Follow related policies and procedures

.Provide suggested solutions in case of operational interruptions and approve or escalate solution to CS Manager

.Comply with safety and sustainability requirements and highlight issues to stakeholders

Key Qualification:

.Proven experience & capability to perform the work of Customer Service

.A highly driven personality

.Has very good English Communication Skills

.Experience in using SAP and Microsoft Office

.Good experience in respective areas in Supply Chain Management and International Trade is a big plus

.Experience working in MNC company a big plus

.Must be willing to work extended hours

To help us process your application, please visit www.gmprecruit.com/current-jobs to upload your resume on our website with GMP Job Code: 24972

GMP Recruitment Services (S) Pte Ltd | EA Licence: 09C3051 | EA Personnel: Juancho Villafuerte | Registration No:R24119907