Customer Service Executive-2

The Company

The world’s leading supplier of mineral-based specialty solutions for industry with 14,000 employees, operations in more than 40 countries, and €4.3 billion in revenue in 2022.
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The Position

Customer Service Executive-2

Job Summary
- KEY TASKS AND RESPONSIBILITIES
- Order fulfilment processing (domestics outbound order, export outbound order, direct plant import order)- Receive customer purchase order, verify and input in ERP / CRM system.-
- Coordinate with related internal department, warehouse and transport suppliers to arrange suitable delivery solutions to the customer in accordance with the committed delivery date.-
- Prepare, verify the shipping documents and share with the customer as per required timeline.-
- Process all the required operational and system related transactions in accordance with standard operating guidelines.-
- Monitor order credit block as well as order blockage and process milestones during order fulfilment cycle and to ensure all relevant parties are made aware of potential problems / delay if any.Customer service- Assist all customers’ enquiries and feedbacks related to orders.-
- Establish and maintain good working relationships with customers.-
- Lead the collaboration with the 3rd party service providers and internal parties to ensure smooth and on time delivery.-
- Provide assistance for urgent orders out of working hours / during holidays when it is required.-
- Record customer complaints in CRM, work with relevant parties to investigate the root cause, identify corrective and preventive action to provide a suitable response to the customer.Stock planning and inbound management- Work with customers and sales to understand demand forecasts supporting the stock planning process.-
- Monitor demand against available stock level in the warehouses on a regular basis to identify replenishment timing and quantity, and advise involved parties of potential supply issues.-
- Create replenishment purchase orders in ERP and liaise with internal and external suppliers to arrange shipment as requested delivery date.-
- Initiate stock transfer among warehouses when it is required.-
- Verify inbound receipt report provided by the external warehouses.-
- Report and escalation missing / damage stock issue to relevant parties.-
- Post goods receipt in the systemFreight forwarding operation for import and export shipments- Follow up all inbound replenishment purchase orders / outbound export order until goods are delivered to the assigned warehouses / plants / agreed INCOTERM locations.- Reporting and administration- Prepare regular reports to monitor and measure work performance such as: KPI performance report, replenishment purchase order tracking report, inventory report, safety stock and reorder calculation, backlog orders / orders with past delivery date.-
- Verify and upload all logistics / tolling suppliers’ invoices in ERP for payment processing and ensure all the transactions performed by external-
- Other general administrative and adhoc reports that may be required from time to time.Master data management
- Ensure data accuracy in ERP:
- Pricing data: create pricing condition and contract template in SAP in accordance with valid commercial offer provided by commercial team, ensure order is processed correctly with the correct pricing and incoterm.-
- Material and customer master data: follow the standard operation requirements for material and customer creation, extension; ensure data accuracy and no duplication.- Education and Experience requirements:
Bachelor's degree in Business, Supply Chain, or Industrial Engineering- 4 years’ experience in customer service operations and logistics
- Passionate in working with customer
- Ability to work with little supervision, track multiple priorities in accordance to agreed service level or required timeline.
- Keen on working in a fast-paced environment; works well under pressure
- Knowledge of global trade compliance
- Computer-savvy with a working knowledge of logistics software (ERP)
- Outstanding organizational and coordination abilities
- Excellent communication and interpersonal skills.
- Cross functional collaboration skill.

Position Type

Full time

and

Permanent
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- IMERYS is an Affirmative Action and Equal Opportunity Employer and it is our policy to not discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender identity, genetic information, disability, veteran status, or any other status protected by federal, state or local laws._