Customer Service Representative

Job Description:
KEY ACCOUNTABILITIES

The Customer Service Representative (CSR) actively involves into customer order management. The CSR is responsible for accurate and effective order entry, fulfillment and follow-up to ensure that the order meets customer requirements. The CSR is a major player to fulfill customer order requirements in SAP and other affiliated systems. Therefore, this role acts as one of the primary contact points between Polyurethanes Business, other services stake holders and the customer.

Tasks/Responsibilities

The task domain typically includes the following responsibilities:

- Ensuring business process with compliance to the law of land, EHS policies, Business Code of Conduct and Compliance to SOX.
- Prepare and maintain customer data in all relevant systems to enable an efficient execution of the order to cash process. This includes customer master data, outline agreements, prices, terms, commissions, rebates.
- Receive and key-in customer order information in SAP to create sales order by verifying quotations, contracts, shipping terms, Purchase orders, route, etc.
- Check material availability, quantity, date & plant in sales order.
- Communicate with customer on material availability date and other order related requirements & Monitor compliance status and credit release progress.
- Follow up on order payment from customers, e.g. letter of credit, payment in advance, & etc.LC procedure & Coordinate with Finance and warehouse for timely documents submission.
- Request customer master information update & Check and retrieve customer master data. Coordination with Group Companies for timely order execution.
- Process sample requests and ensure timely supply of trial materials requested by Customers, TS or sales and monitor follow-up.
- Raise and follow up customer complaints/ concerns and actively notify the customer accordingly of the status in order to keep track of opportunities to improve processes and to avoid repetition of similar non conforming events.
- Maintain file of hard copy commercial documents like LC, Price approvals, PO copy etc.
- Develop and maintain a good rapport with Inter departments viz: finance, IT, EHS, Sales and Marketing, Credit, Logistics and Warehouses etc.
- Provide data for Statutory Audits as and when required
- Provide data for Service Level Alignment tracking
- Knowledge of checking Letter of Credit ,follow up with banks and overseas customers, taking care of order processing of export order ,export documentation.
- Generate commercial documents, e.g., picking list, delivery note, proforma invoice, & etc.
- Understanding concept of Key Account Management.knowing the pulse of the customer
- Create delivery order and instruct warehouse on goods dispatch
- Understand transportation requirement and arrangements and request expedited delivery when required.

KEY REQUIREMENTS

Education: Bachelor’s Degree any discipline

Experiences:

- Minimum 3 to 5 years of experience in Customer service & Order Management role.
- Good Hands on experience of Word/Excel & Power point.
- Knowledge of ERP (SAP) Sales & Distribution Module
- Excellent exposure and knowledge of LC transactions and Export transactions and Export documentation.
- Good communication and problem solving skills
- Should offer flexibility and shows positive attitude in meeting sales demands for business growth.
- Should have a customer centric approach

Key Competencies:

- Team effectiveness
- Self development Orientation
- Personal conviction
- Customer Focus (Internal / External)
- Decision Making
- Analytical Thinking
- Self
- Initiative
- Adaptability

Additional Locations: