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Customer Care Specialist

2 weeks ago

Queenstown, Singapore DSM SINGAPORE INDUSTRIAL PTE. LTD. Full time

**Purpose**

The point of contact between DSM Nutritional Products (DNP) supply locations and local markets in the Region. To facilitate the supply of DSM Products within the Asia Pacific Region and to achieve prompt delivery of orders. To own the Order-To-Cash (OTC) process and to ensure and maintain an efficient customer service level. To continuously improve the OTC processes internally and externally.

**Key Areas of Accountability and Responsibility**
- Delivery of goods and servicing
- Check all shipping instructions are in place from the front-line customer care team. Act as 4 eyes checking for the shipping instruction (ALE text) before release PO to origin and release DN to warehouse
- Transfer PO for 3rd party orders
- Create Delivery Note
- EDI Delivery Note to warehouse
- Coordinate with warehouse, forwarder, other distribution sites on booking confirmation
- Update, follow up and track shipment status and update customer care team
- Manage intercompany stock transfer
- Invoice processing
- Perform goods receipts upon receipt of vendor’s invoice
- Create invoice for both OR and ZOR orders
- Prepare shipping documents
- Documentation - manage across the Region
- Process Credit & Debit Note request
- Perform any other ad-hoc tasks as assigned by the line manager

Projects/special assignments
- To support the Head of Customer Care; provide administrative platform and day to day customer support base for secured orders and back up support for other CCS.
- To suggest appropriate corrective measures and improvements in customer service, logistics to supply and delivery of products to customers
- To recommend improvements or enhancements to work-flow standards and productivity.
- Prepare regular reports
- Act as SAP key user for SD module. Attend to malfunctions, problems, and difficulties, put up change request to SMP as necessary. Follow-up, test and implement changes if applicable

**Required Education & Skills**
- GCE 'A' Level and or equivalent
- Minimum 3 years of relevant experience in order processing, customer service or order fulfilment
- Good knowledge in L/C negotiation and export documentation
- Knowledge of international shipping practices & Incoterms.
- Exposure in dealing with various countries in the Region
- Strong solution-oriented and customer centricity
- A self-starter and team player with ability to work under pressure with tight deadlines & minimum supervision
- Strong interpersonal & problem-solving skills and able to work effectively under multi-cultural environment
- Good spoken & written English communication skills
- A strong team player, open for change and initiative

**Job Types**: Full-time, Contract
Contract length: 12 months

**Salary**: $3,000.00 - $4,800.00 per month

Schedule:

- Monday to Friday

**Experience**:

- Customer Service Order Processing: 3 years (preferred)