About this role
About the role To manage day-to-day customer service activity, including a disciplined, clear and cost-effective process from order placement to customer delivery/billing, as well as handling of Request, Query and Complaint (RQC) from customer, to ensure perfect execution and customer satisfaction. What you'll be doing Customer Service Coordination • Receive, check, enter, process and change domestic/export customer orders, deliveries and shipments and send order confirmations to customers, including arrange, book transport and process invoices • Handle and process inquiries, questions and complaints according to internal processes and work instructions and resolve them • Track and monitor customer orders, inquiries and complaints in the customer service systems (e.g. GR, PC), according to established procedures and key indicators (e.g. service level, costs) • Provision of administrative data (order number, container number, trucking data, etc.) to the central master data department for the purpose of handling sales orders • Prepare loading plan and align between production and logistics • Inform and update CSM about the handling and closure of customer orders • Independently service customer accounts • Identify and exploit cross- and up selling opportunities with existing or new customers and/ or forward these to Sales Representatives or Account Managers • Coordinate activities in assigned team, in line with commercial guidelines and procedures • Work with Planning Team to ascertain sales and production forecast TPM & Continuous Improvement • Participate in TPM Customer Value Pillar projects • Propose improvement opportunities in systems and processes, solutions and implement them • Use TPM methodology and Customer Value Pillar as tool-kits for continuous improvement • Analyse and achieve Customer Service KPIs (e.g. OTIF resolution of complaints, Cost to Serve, Net Promoter Score) and provide management with analysis and initiate actions towards continuous improvement What we're looking for • Diploma with at least 2 years of customer service experience, with Customs Declaring Agent (DA) Certification preferred • Customer Service Collaboration - The ability to connect with and build quality authentic relationships with customers in order to create value for our consumers, customers, distributors and OpCo that is fully aligned with our business strategy. • Customer Service Operations – The ability to manage day-to-day customer service activity, including a disciplined, clear and cost-effective process from order placement to customer delivery/billing, as well as handling of Request, Query and Complaint (RQC) from customer, to ensure perfect execution and customer satisfaction. • End to End Supply Chain Understanding – The ability to develop a deep understanding of OpCo and customer end to end supply chain processes, their interdependencies and to apply this knowledge in the daily operation to deliver excellent service and cost management while sustaining safety excellence. • Customer Insight & Market Knowledge - The ability to understand the customer, consumer and shopper behaviours, the market place, competitors and apply this knowledge to deliver world class customer service. • Commercial & Financial Confidence - The ability to understand and explain the business strategy and cost of supply chain operations and incorporate this into an effective customer service decision making process. Other Personal Qualities • Strong communication and interpersonal skills; adaptable to diverse customer needs • High integrity, honesty, and discretion in handling confidential matters and documents • Accurate interpretation and application of administrative or departmental policies • Results-oriented and focused on achieving objectives • Systematic, detail-oriented, and a strong problem solver • Able to manage multiple tasks independently and provide backup support to the team • Excellent time management and organizational skills to prioritize and meet deadlines • Able to work under pressure and handle urgent, unforeseen demands
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