Rep, Cs-ins, Gsc Solids, Roa

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

**JOB PURPOSE**
- Lead the process of end to end order management and order fulfillment for assigned region/set of customers, selection of contracted service providers within the agreed allocation, follow up with customers on open orders for lifting as per purchase order schedule, dispatch of product from warehouse as per plan shared, ensuring on time billing, shipment planning with shipping lines, working with customers & banks for LC advising, clean LC opening, shipment monitoring to avoid delays, root cause investigation of delays and provide improvement plans, supervise processing customer related payments; maintaining relationships with related parties (customers, LC confirming banks, 3PL, Liners, Doc. Prep. vendor, CSR BPO, etc.). Responsible for developing good customer relations for service level enhancement for SABIC business.
- 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 & financial exposure to SABIC by enabling first-time-right orders.
- Ensure targets (KPI’s) are met accurately and timely planning and reporting, on time shipments, monitor LC confirmation issues, monitor on time payments, timely investigation, closure of quality notifications, customer satisfaction, NPS index & delivery by committed date.
- Fulfill his/her tasks to support the overall SABIC and SBU strategy and fulfill given targets, act according to SABICs values and mission and adhere to EHSS compliance, promote SABICs brand and brand promise to deliver goods as per commitment.
- Ensure to have proper data retention process for documents & the statutory & internal audits completion & closure without any non-conformance reports.

**JOB RESPONSIBILITIES**
- Accountable for daily Order-to-Cash Management activities to achieve business plan targets, customer satisfaction, to reduce costs, to provide improvement plans for shipment delays, to supervise processing customer related payments; maintaining good relationships with customers and various business partners. Drive improvement of business solutions and order processing efficiency. Accountable for continuous improvement of customer service processes, procedures and policies. Responsible for data accuracy and process efficiencies. To support Manager for all Order-to-Cash required works. Ensuring 100% tax compliance for local billings in India with Govt. validated E-Invoice & E-way bill.
- Accountable for implementation of E-Commerce strategy and targets. Accountable for Non-Technical Quality Notification process to improve service level. Accountable for Data Quality Management. Accountable to meet targets of KPI’s (NPS, E-COMMERCE, DT1P, Overdue, QN, order intake, Cycle time, cost etc.)
- Reviewing contract performance for Doc. Prep vendor based in Singapore, CSR BPO, 3PL and Shipping Lines.
- Responsible to support the overall SABIC and SBU strategy and fulfill given targets, act according to SABICs values, mission and targets, promote SABICs brand and brand promise.

**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