Job description:
Org Unit Name: Customer Service INDLocation: India-Gurugram
JOB PURPOSE
Responsible for order management and order fulfillment, selection of contracted service providers within the agreed allocation, transporter nomination, shipment monitoring to avoid delays, root cause investigation of delays and close to customer satisfaction, monitor for payments & expedite any overdue, maintaining relationships with related parties (customers, LC confirming banks, 3PL, Liners, Doc. Prep. vendor, CSR BPO, etc.) and assist CS manager to support customer service operation with accuracy of Order Processing and Order Fulfillment activities to achieve business plan targets, customer satisfaction and to reduce costs by enabling first-time-right orders.
JOB RESPONSIBILITIES
- Accountable for daily Order-to-Cash Management activities to achieve Order Intake vs Order Entry/Demand Plan within timelines, ensure enhance customer experience, to monitor all shipments & also come up with suggestions/ideas to minimize delays, follow up for LCs and amendments from customers, maintaining relationships with customers and various business partners & ensuring accurate master data creation.Ensure timely dispatches from 3PL warehouses as per schedule plan of customers. Regular update the RDD in system for orders to give visibility to planning for production schedule. Develop good customer rapport by either visiting them or communication thru phone (less reliance on emails). Responsible for execution of sample orders on top priority to support business growth. To support Manager for all Order-to-Cash required works. Ensuring 100% tax compliance for local billings in India with Govt. validated E-Invoice & E-way bill.
- Increase E-Commerce order intake and achieve min. KPI of 75%, support customers with E-Commerce training.Ensure NPS survey slides are prepared and action items aligned with Sales and shared with CS manager. Accountable for Non-technical Quality Notification process to improve service level. Accountable for own data quality & accountable to meet targets of KPI's (NPS,E-COMMERCE, DT1P, Overdue, QN, order intake, Cycle time, cost and etc.).Ensure any IT issue faced is reported immediately to respective team & raise Talabi ticket for solution.
- Responsible for Order-to-Cash Management related continuous data measurement and reporting (eg. cycle time, master data), suggest improvements in process transformation, ensure implement BCP whenever declared & be alerted to avert any other potential failure to ensure none/low impact to daily work activities. Organizing and follow up on meetings with customers and service providers. Reviewing contract performance for Doc. Prep vendor based in Singapore, CSR BPO, 3PL and Shipping Lines.
- Ensure targets (KPI's) are met, by accurate and timely planning and reporting, on time shipments, monitor credit issues, monitor on time payments, timely investigation, closure of quality notifications, customer satisfaction, NPS index & delivery by committed date.
- 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 and mission and SHERC targets, promote SABICs brand and brand promise.
- Support CS manager to develop & manage Rest of ASIA (ROA) customer service projects, simplify and standardize customer service operation process and enhance governance process.
- Ensure to have proper data retention process for documents & the statutory, IATF and internal audits completion & closure without any non-conformance reports.
JOB REQUIREMENTS
- Bachelor's Degree from an accredited University in Operations Management or Supply Chain Management or Logistics or Business Administration. Preferable with working experience in MNC.
- 2-3 years experience in Customer Service, Order Fulfillment, Logistics Operation; Analytical skills with experience in similar functions.
- SAP Proficiency of SD & LE modules is highly advantage.
- Business Acumen, Customer Focus, Financial & Commercial Focus, Strategic Thinking, Leadership, Ethics and Personal Integrity, Coaching & Analytical Skills
- Good interpersonal skills
- Communication and presentation skills
We are proud to be a diverse and an equal opportunity employer. We are fully committed to a culture of respect and inclusion.
