Customer Service Representative

3 days ago

Singapore LANXESS PTE. LTD. Full time

We are looking for a Customer Service Representative to support order to cash operations across Australia, New Zealand, South Korea, Southeast Asia, India.

The role is responsible for end to end Order to Cash process includes but not limited to manage customer accounts at an operational level, entering and processing assigned orders according to the procedures, dealing with and resolving questions and/or problems involving operational activities,

proper coordination and communication with customers, internal functional teams and external service providers for the execution of the shipments and shipping documentations.

**Key areas of responsibilities**:

- Process external customer orders in ERP system and/or via manual process using Microsoft Office tools
- Process return orders, credit and debit orders as needed
- Provides information and literature to internal/ external customers as needed
- Managing internal/external customer calls and inquiries
- Ensure customer information is accurately maintained in the ERP system
- Create a positive internal/external customer experience
- Manage end to end order fulfilment process
- Process free of charge commercial package samples as needed
- Manage customer complaints via SFDC tool
- Actively support Customer Service Organization objectives, strategies, projects, etc.
- Maintain department ISO procedures as needed
- Drive continuous process improvement in the Order to Cash process
- Travel as needed
- Achieve metrics target - Complaints, Order management, etc.
- Prepare monthly sales reconciliation report and issuance of local tax invoices, Proforma Invoices, Commercial invoices, etc.
- Support SOX Audit requirements as needed
- Manage cash collection process
- Handle receivable disputes at the interface of customers and internal stakeholders
- Execute order block release and related processes

**Qualification and Experience Requirements**:

- Bachelors’ with 2-4 years Customer Service or B2B experience
- English (written and spoken) is essential
- Korean (written for issuance VAT local tax invoice) is nice to have
- Technical Competencies Requirements:

- Data collection and problem definition
- Knowledge of delivery and payment terms; financial basics
- Knowledge of warehouse processes, logistics and shipping
- General awareness of business unit and related materials
- Basic Product knowledge
- Detailed ERP System knowledge
- Global order management process knowledge
- Familiarity with impact of forecast on APO
- Microsoft Office - Word, Excel, PPT, SharePoint, One Drive

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