Representative, SEA/ANZ, GSC Ploymers, R

ORG UNIT NAME: GSC SOLIDS

LOCATION: SINGAPORE

HIRING MANAGER: MANAGER, CUSTOMER SERVICE - SEA & ANZ

JOB PURPOSE

• Handle with accuracy the Order Management and Order Fulfillment to achieve customer satisfaction and to reduce costs. Monitor on time payments, on time shipments, monitor credit issues, handling quality notifications, order intake and ensure accurate master data quality.
• Responsible for processing customer orders in SAP, selecting service provider within the agreed allocation with SABIC, nominating transporters, monitor shipments, investigate reasons of delay, managing claims (e.g. claims related to detentions, demurrage and damages); processing customers complaints, processing customer related payments (e.g. customer invoices, credit notes and debit notes); maintaining relationships internally and externally with customers. Ensure no interruption on daily operation with third party logistics service providers (3PL) and supporting his/her Manager as required.
• Ensure correct and accurate customer master data.
• 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.

Key accountabilities includes

• Responsible for order fulfillment accuracy to achieve customer satisfaction and to reduce costs by first-time-right orders. Responsible for processing new orders in SAP, selecting service provider within the agreed allocation with SABIC, nominating transporters, etc.
• Responsible for timely order management to achieve customer satisfaction and reduce costs by first-time-right orders. Monitor shipments, investigate reasons of delay, managing claims (e.g. claims related to detentions, demurrage and damages); processing customers complaints, 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. Complaint Handling-Responsible for non-technical compliant handling process, including non-technical quality notification creation, follow up, feedback and compensation process to unsatisfied customers via phone or other communication tools in a professional and polite manner.Follow up NPS VOC actions with customer and cross functions.
• Reporting & Analysis related to order status and performance. Responsible for accurate reports, analysis, and related customer service KPIs. Drive performance to meet targeted KPIs. Engage with SBU functions in related communication. Responsible for accurate master data maintenance.
• Actively seek improvement opportunities for OTC process. Engage in Sales and Operations Plan Meetings. Resolve customer and order data Quality related matters in the system. Suggest solutions in case of operational interruptions and approve or escalate solution to manager. Support projects.

EDUCATION/EXPERIENCE REQUIREMENTS

• Minimum Diploma in Operations Management, Supply Chain Management, Logistics or Business Administration
• 3 - 5 years of experience in customer service, logistics or similar function
• Able to work in a multi-cultural and multi-lingual environment
• Strong analysis, problem solving and negotiating & Client management Skills
• Maintain accurate data quality