Rep, Cs-sea&anz, Gsc Solids, Roa

JOB TITLE**:REPRESENTATIVE, CUSTOMER SERVICE - SEA & ANZ, GSC SOLIDS, ROA**

ORG UNIT NAME**:PETROCHEMICALS**

LOCATION**:SINGAPORE MILLENIA TOWER**

**JOB PURPOSE**
- Handle with accuracy the Order Management and Order Fulfillment to achieve customer satisfaction and to reduce costs by first-time-right orders. Monitor on time payments, on time shipments, monitor credit issues, handling quality notifications, ensure correct master data quality.
- Responsible for processing new 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.
- Support CS manager to managing NPS survey and internal analysis, collaborate with internal stakeholders to have NPS VOC follow up actions
- 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, mission and targets, promote SABICs brand and brand promise.
- Support department project.

**Responsibilities**:
**Order Management**
- Generate customer orders via SAP and ensure all validation checks are done and follow up master data set up in SAP
- Identify Material Availability, confirm delivery date and release sales order
- Manage and coordinate order issuing and order release
- Initiate and monitor unblocking process by interacting with Credit Financial Services (CFS)
- Follow-up the Order status to ensure timely order completion and closing
- Handle with accuracy the Order Management to achieve customer satisfaction and reduce costs by first-time-right orders
- Monitor shipments, investigate reasons of delay, 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.

**Order Fulfillment**
- Liaise with 3PL for all distribution activities
- Liaise with shipping liner for outbound shipment booking arrangement.
- Execute orders as per confirmed commitment and advise customer on order status
- Escalation to 3PL for any non-conformances as per agreed service level
- Ensure delivery was completed and compliance to customs regulations
- Handle and monitor documentation for shipment i.e. delivery note, and creation of Delivery order for warehouse
- Monitor performance of 3PL proactively to avoid customer complaints for late delivery and claims
- Execute customer orders according to agreed service level.
- Actively resolve issues and ensure timely communication with customers.

**Complaint Handling**
- Responsible for non-technical compliant handling process, including technical quality notification creation, follow up, feedback and compensation/return process
- Handling complaints and feedback from unsatisfied customers via phone or other communication tools in a professional and polite manner
- Responsible for system related complaint handling process
- Follow up with concerned parties: Sales Manager, Business Manager, Technical Managers and divers supply chain function
- Execute credit/debit notes based on written communication and approval
- Initiate refund request according to MAS (Master of Authority Schedule).
- Close complaint in the system.

**Reporting/Analysis and other key tasks/projects**
- Accountable for implementation of E-Commerce strategy and targets.
- Support CS manager to managing NPS survey and internal analysis, collaborate with internal stakeholders to have NPS VOC follow up actions.
- Analyze data input/output/historical shipment, Identify continuous improvement opportunities in both customer service operation process and system
- Prepare and submit day-to-day operations and performance reports
- Perform data analysis, root cause findings.
- Follow up, closing and clearing invoices with Finance and also customer's over due.
- Communicate to customers in a polite and service oriented style
- Follow related policies and procedures
- Provide suggested solutions in case of operational interruptions and approve or escalate solution to CS Manager
- Comply with safety and sustainability requirements and highlight issues to stakeholders
- Support department projects.

**EDUCATION/EXPERIENCE REQUIREMENTS**
- Diploma or Bachelor’s Degree in Operations Management or Supply Chain Management or Logistics or Business Administrative. Preferable with working experience in MNC.
- Minimum 2 years’ experience in customer service, order fulfillment, logistics op