About this role
Key Accountabilities Segment Management
• Has functional responsibility for all segments under Omya entities in Malaysia. • Recommend potential segment improvements to management by collecting customer information and analyzing customer needs. • Provide accurate, valid and complete information for a specific segment internally and externally related to order management. • May supervise or oversee junior Customer Service Representatives.
Customer Pricing
• Enter and maintain pricing and customer details in appropriate systems. • Verify customer pricing and terms of sale and maintain SAP customer quotations, summary billing setup and rebates in SAP & Salesforce system. • Communicate with Sales group to ensure customer pricing and requirements are understood and correctly input into SAP & Salesforce Price Offer Management system as well as ensure that all are informed of key issues/accounts.
Order Management
• Input accurate customer order information into SAP in accordance with procedures set forth by the department Manager. • Complete and obtain Sales approval for product quality deviations. • Communicate with plant shipping department to provide order information and set delivery dates on a timely basis to facilitate production planning and scheduling. • Follow up with transportation suppliers and warehouse suppliers to ensure that orders are shipped as scheduled and advise customer of shipping details. • Keep customers and Sales advised of any problems or delays with their orders, any potential supply disruption and/or price variation. • Process returns, credits and debits in SAP in accordance with existing procedures. • When applicable monitor and process EDI orders in accordance with existing procedures. • Assisting shipping functions for all export orders; in coordination with Logistics and the warehouse to ensure proper carrier arrangement and accurate billing in SAP being done on timely manner. • Coordinate imported products, vendor or via the chain order process in SAP.
Customer Requests and Complaints
• Take care of the most complex customer requests and complaints, and with all requests and complaints regarding a specific segment. • Monitor the resolution of customer problems and/or complaints resulting from incorrect pricing, non-conforming products and other related issues. • Close complaints in the Salesforce Claims database in accordance with existing procedures. • Follow up all customer enquiries & update Salesforce Case Management. • Attend customer meetings and visits to customer sites when applicable.
QSHE Compliance
• Maintain safe working conditions and practices to achieve a zero (0) lost time injury record within the area of responsibility. • Perform work duties in accordance with Quality System Manual procedures & company policy. • Participate in all QSHE related activities as per required for the department.
Management Support
• Perform work duties in support of superior and reporting. • Assist in monthly & yearly ending book closing in SAP under SDLE. • Assist in stock count activities in external warehouse as and when needed & to reconcile the book.
Solid line(s) to Head of Customer Service (Malaysia)
Dotted line(s) to n/a
Number of direct reports n/a
Number of total reports n/a
Number of dotted line(s) reports n/a
Performance Measures
• Ensure all customer’s demand and requirements are resolved with exception on pricing & sales terms & conditions. • Ensure all orders are entered accurately and quickly to minimize any delays in delivery of product on the required date. • Ensure that invoicing is executed in a timely and accurate way. • KPIs agreed in yearly MbO.
Internal contacts
• Supply Chain Management • Sales • Customer Service • Logistics • Warehouse • Operations • Finance
External contacts
• Customers • Suppliers, intermediaries, 3rd party service providers, vendors
Education Degree/ Professional Qualification.
Experience
• Minimum 5 years of prior experience in the areas of customer service, with the emphasis on manufacturing segment. • Experience in export/import transportation or international business in the industrial chemical market is beneficial
Knowledge and skills
• High degree of customer focus. • Solid expert knowledge of a specific segment. • Solid & professional communication skills both written and verbal. • Excellent organizational and interpersonal skills. • Computer skills and proficiency with automated sales systems. • Ability to act quickly and accurately and function in a fast-paced & dynamic environment. • Ability to perform multiple tasks under pressure and analyze problems with minimum supervision. • Ability to always maintain confidential information. • Working knowledge of Microsoft Word and Excel. • Working knowledge of Salesforce & SAP preferred. • Ability to develop rapport with customers, vendors & internal cross-functional department.
Other requirements
• Excellent command of both oral and written local language and English are required. • Command of both oral and written Chinese/Mandarin language is preferred. • Must be a good team player & contributor. • Readiness to travel occasionally.
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