Customer Service Specialist

Job description

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. #LI-DNI