Rep, Cs-ins, Gsc Solids, Roa

**Org Unit Name**: Customer Service IND
**Location**: India-Gurugram

**JOB PURPOSE**

Manage end to end order management and order fulfillment for assigned region and/or segment, selection of contracted service providers within the agreed allocation, transporter nomination, monitoring shipment proactively, root cause investigation of delays, follow up of customer payments, maintaining good relationships external stakeholders (customers, LC confirming banks, 3PL, Liners, Doc. Prep. vendor, CSR BPO, etc.) as well as work closely with team and cross functions to achieve organization goals and objectives

**Responsibilities**:**
- Responsible to execute transactions end to end i.e. Order-to-Cash Management
- Contribute in GSC Solids or cross functional projects as well as work take initiatives continuous improvements (e.g. cycle time, master data, automation, digitization, etc.) & process transformation / simplification.
- Review of letters of credit (LC) as well as co-ordinate with internal and external stakeholders to get the LC confirmation from confirming banks.
- Reviewing contract performance for Doc. Prep vendor based in Singapore, CSR BPO, 3PL and Shipping Lines.
- Assist CS manager to support Customer service operation with accuracy of Order Processing and Order Fulfillment activities to achieve business plan targets, customer satisfaction and to reduce costs by enabling first-time-right orders.
- Ensure targets (KPI’s) are met, by accurate and timely planning and reporting, on time shipments, monitor credit issues, monitor on time payments, timely investigation, closure of quality notifications, customer satisfaction, NPS,E-Commerce, DT1P, On time Order Intake & lifting, Cycle time analysis & cost reduction.
- Fulfill his/her tasks to support the overall SABIC and SBU strategy and fulfill given targets, act according to SABICs values and mission and SHERC targets, promote SABICs brand and brand promise.
- Ensure to have proper data retention process for documents & the statutory, IATF and internal audits completion & closure without any non-conformance reports accountable for implementation of e-commerce strategy and targets. Support CS manager to managing NPS survey and internal analysis, collaborate with internal stakeholders to have NPS feedback follow up actions.
- Accountable for creating non-technical quality notification process & investigation to then publish Root cause analysis and Corrective and preventive actions to improve service level.
- Assist CS manager to calculate and monitor performance of CS KPI’S.

**MINIMUM EDUCATION/EXPERIENCE REQUIREMENTS INTERNAL ELIGIBILITY REQUIREMENTS**
- Bachelor’s Degree from an accredited University in Operations Management or Supply Chain Management or Logistics or Business Administration. Immediate past relevance in Customer Service/Fulfilment function is preferred with working experience in a multinational company/international trade.
- Minimum of 3-5 years experience in Customer Service, Order Fulfillment, Logistics Operation; Strong Analytical skill with experience in Supply chain or operations function.

**ABOUT SABIC**
SABIC is a global diversified chemicals company, headquartered in Riyadh, Saudi Arabia. SABIC manufactures on a global scale in the Americas, Europe, Middle East and Asia Pacific, making distinctly different kinds of products: chemicals, commodity and high performance plastics, agri-nutrients and metals.

SABIC has more than 33,000 employees worldwide and operates in around 50 countries. Fostering innovation and a spirit of ingenuity, SABIC has 12,540 global patent filings, and has significant research resources with innovation hubs in five key geographies - USA, Europe, Middle East, South Asia and North Asia.

**EQUAL OPPORTUNITY EMPLOYER (EOE) STATEMENT