Senior Customer Service Representative

Basic Function

Responsible for providing external customer support and internal support functions related to sales. Coordination of transport availability, timely delivery, documentation, handling of customer complaints and invoicing. Ensure customers receive products on time and in good condition. Sup-port business needs for sales growth. Participate in relevant meetings when required.

Key Accountabilities

Customer Pricing

• Enter and maintain pricing and customer details in appropriate systems.

• Verify customer pricing and terms of sale and maintain customer quotations, preparing billing and others relevant work applied.

• Communicate with Sales team to ensure customer pricing and requirements are correctly maintain in system.

Order Management

• Input accurate customer order information into system in accordance with procedures set forth by the department Manager.
• Follow up with forwarder and warehouse to ensure that orders are shipped as scheduled.
• Update customer of shipping details and status.
• Follow up all customer enquiries.
• Keep customers and Sales advised of any problems or delays with their orders, any potential supply disruption and/or price variation.
• Collaborate with Finance to support the processing of returns, credits and debits in accord-ance with existing procedures.
• Coordinate imported products via the chain order process in SAP.
• Coordinate orders with third party suppliers through the third-party order process in SAP.
• Ensure customer is correctly invoiced.

Sourcing

• Executing purchase orders and monitoring incoming shipments.
• Following up with principles to ensure the supply.

Customer Requests and Complaints

• Follow up & monitor the resolution of customer problems and/or complaints resulting from incorrect pricing, non-conforming products and other related issues.
• Attend customer meetings when applicable.

JOB REQUIREMENTS :

• Diploma or equivalent (preferred)

• Minimum 3 to 5 years of prior experience in the areas of cus-tomer service.

• Experience in export transportation or international business in the industrial chemical market is preferred.

• High degree of customer focus.

• Solid expert knowledge of a specific segment.

• Excellent organizational and interpersonal skills.

• Computer skills and proficiency with automated sales systems.

• Ability to input data quickly and accurately and function in a fast pace environment.

• Ability to perform multiple tasks under pressure and analyze problems with minimum supervision.

• Ability to maintain confidential information at all times.

• Working knowledge of Microsoft Word and Excel.

• Working knowledge of SAP preferred.

• Good command of both oral and written local language and additional language is beneficial.

• Must be a good team player & contributor.