Customer Service

1 week ago

Singapore DSM Full time

DSM - Bright Science. Brighter Living.

**Purpose**

In accordance with the Order to Cash (OTC) principles and guidelines, the CS & Logistics Agent takes ownership of the correct order processing and all communication related, for a correct order handling, respecting the boundaries of the supply conditions and focusing on customer satisfaction

**Key areas of accountabilities/responsibilities**
- Main point of contact between customers, sales and other internal departments
- Professionally handle communication with customers and/or account managers regarding rush orders, order change requests, product availability issues, potential and/or known delays in product deliveries and orders under the minimum order value
- Monitor status of open orders, confirm shipping dates, communicate problems and delays to customers and account managers, propose alternatives where appropriate
- Check and monitor order blocks: pricing, credit, allocation, availability blocks, works in close collaboration with various functions - Sales/ Planning/ Finance/ Pricing Agent
- Monitor customer order patterns and escalate inconsistencies to the responsible Account Manager
- Handles customer complaints, collaborate with respective functions for complaints investigation and ensure complaint closure within expected timeframe
- Support sales management in the follow up on outstanding payments, monitoring and escalate credit limits issues where appropriate
- Connect with other functions (Planning, Logistics, QA, etc) within/ with other regions on stock availability/ customers’ requests
- Delivery creation & management
- Generation of shipping documentation and shipment arrangement
- Coordinating, tracking & expediting of shipment as required
- Flexibility with working hours to accommodate business needs and projects
- Ability to follow guidelines and processes, escalate to Regional Key User (RKU)/Team Lead/ Manager when there is violation
- Act as backup during departmental colleague’s absence
- Additional projects and/or duties based on business needs

**Required Education & Skills**
- Minimum Diploma with at least 2 years relevant experience in customer service, order management & Logistics.- Proficiency in Thai written and spoken to work with internal and external stakeholders- Mandatory SAP knowledge and experience in SD & LE modules, MM module preferred
- Dynamic, excellent multi-tasking skills, high adaptability in changing work requirements
- Collaborative and a team player

**The Procedure & Contact**

Reference check procedures and an assessment can be part of the DSM Recruitment & Selection Process. You will be informed when these procedures are required.

Working for DSM means the opportunity to really contribute to improve people’s lives and help solving the challenges of today’s world. Challenging jobs, career opportunities and an inspiring environment allow you to enhance your personal development. DSM recognizes that the on-going success of the company depends on the continued development and engagement of our employees and pursues a fair and competitive remuneration policy, recognizing individual and team competencies and performance.

Royal DSM is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law.

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