Job Overview

The customer service role involves demand planning, order management, customer-facing interactions, geographical interface management, and navigating the complexities of addressing diverse customer needs and operational challenges. It requires a combination of analytical, communication, and problem-solving skills, along with a customer-centric mindset to deliver exceptional service and drive customer satisfaction and loyalty in ASEAN. 

Job Responsibilities

Customers Management

• Handle incoming calls and emails from assigned accounts (customers) for various sales inquiries, including information on orders, lead times, incoterms, and stock availability.
• Proactively communicate with customers to ensure understanding and resolution of all order-related issues.

Analyse Demand Forecast/ Revenue & Inventory Control 

• Analyze demand forecasts for assigned accounts (customers) and review/control inventory in accordance with business unit targets.
• Conduct demand planning and upload forecasts to the system, managing replenishment orders and billing for consignment customer consumption.
• Generate forecast and LE reports promptly and accurately for Monthly Sales Revenue.
• Review customers' actual demand and forecasts to meet their requirements and conduct comprehensive analysis to avoid excess inventory or non-moving stock. 

Customer Documentation & File Management 

• File all relevant sales transactions, including purchase orders, order proof lists, order acknowledgments, shipping documents, shipment reports, customer inquiries, and related information. 

Shipment Management 

• Prepare and process shipments according to customer requests.
• Collaborate with Planning/Logistics to ensure on-time delivery based on customers' request dates and TE confirm dates for STR performance.
• Oversee drop-shipment orders and ensure continuous follow-up on shipment status, particularly for critical issues.
• Submit credit releases to finance for held accounts.
• Coordinate with Account Managers and customers to release shipments that are on hold. 

Payment Management 

• Follow up on open disputes/invoice discrepancies with Customer, Finance & Sales to ensure the 
  best possible A/R results. If necessary, issue credit/debit notes to resolve discrepancies. 

Job Requirements

• Bachelor degree in related field.
• 5-10 years minimum in customer service/procurement or production planning, proficient in both written and spoken English, PC literate with Microsoft Window software.
• Self-initiative, perseverance, people oriented and able to travel locally and aboard for short assignment 

Competencies