Job Description

Customer Service Executive (1 year contract)Objective:\xc2\xb7 Ensure correct and accurate data entry\xc2\xb7 Responsible for processing new orders, nominating transporters, monitor shipments, investigate reasons of delay, managing claims (e.g. claims related to inventory shortage and damages); processing customers complaints, processing customer related payments (e.g. customer invoices, credit notes and debit notes); maintaining relationships with customers/sales, and daily work coordination with third party providers (3PL) and supporting his/her Manager as required.\xc2\xb7 Responsible for analytical work\xc2\xb7 Fulfill his/her tasks to support the overall company and SBU strategy and fulfill given targets, act according to company\xe2\x80\x99s values and mission and promote company\xe2\x80\x99s brand and brand promiseOrder Management:\xc2\xb7 Generate customer orders via SAP and ensure all validation checks are done\xc2\xb7 Identify Material Availability, confirm delivery date and release sales order\xc2\xb7 Manage and coordinate order issuing and order release\xc2\xb7 Initiate and monitor unblocking process by interacting with Planning & Finance\xc2\xb7 Follow-up and support new material code creation cross-functionally\xc2\xb7 Handle with accuracy the Order Management to achieve customer satisfaction and reduce costs by first-time-right orders\xc2\xb7 Processing customer-related payments (e.g. customer invoices, credit notes and debit notes\xc2\xb7 Maintaining relationships with customers and daily work coordination with third party logistics service providers (3PL) and supporting his/her Manager as required.\xc2\xb7 To review and prepare documents for LC submission for LC payment term ordersOrder Fulfillment:\xc2\xb7 Liaise with 3PL for all distribution activities that include create Outbound Documents (OBD), picking of inventory and arrange shipment\xc2\xb7 Confirm product picking and picking list with 3PL and agree lead time for loading and delivery\xc2\xb7 Execute orders as per confirmed commitment and advise customer on order status\xc2\xb7 Escalation to 3PL for any non-conformances as per agreed service level\xc2\xb7 Monitor shipments, investigate reasons of delay, Ensure delivery was completed and compliance to customs regulations\xc2\xb7 Monitor documentation for shipment i.e. delivery note, and creation of Delivery order for Ex-Benoi & TH orders\xc2\xb7 Monitor performance of 3PL proactively to avoid customer complaints for late delivery and claims\xc2\xb7 Execute customer orders according to agreed service level.\xc2\xb7 Prepare shipping documents for all SEA Intercompany direct shipment orders, that include commercial invoice; packing list & COA. Send/dispatch full set of documents to customers.\xc2\xb7 Follow up with source for documentation & revision if anyComplaint Handling:\xc2\xb7 Responsible for non-technical compliant handling process, including technical quality notification creation, follow up, feedback and compensation/return process\xc2\xb7 Handling complaints and feedback from unsatisfied customers via phone or other communication tools in a professional and polite manner\xc2\xb7 Responsible for system related complaint handling process\xc2\xb7 Follow up with concerned parties: Sales Manager, Business Manager, Technical Managers and divers supply chain function\xc2\xb7 Execute credit/debit notes based on written communication and approval\xc2\xb7 Initiate refund request according to MAS (Master of Authority Schedule)\xc2\xb7 Close complaint in the systemReporting:\xc2\xb7 Prepare and submit day-to-day operations and performance reports\xc2\xb7 Issuing special reports & business PPT according to needs from CS manager\xc2\xb7 Perform data analysis, rootcause findings.Other Key Tasks:\xc2\xb7 Follow up, closing and clearing invoices with Finance.\xc2\xb7 Communicate to customers in a polite and service oriented style\xc2\xb7 Follow related policies and procedures\xc2\xb7 Provide suggested solutions in case of operational interruptions and approve or escalate solution to CS Manager\xc2\xb7 Comply with safety and sustainability requirements and highlight issues to stakeholdersKey Qualification:\xc2\xb7 Proven experience & capability to perform the work of Customer Service\xc2\xb7 A highly driven personality\xc2\xb7 Has very good English Communication Skills\xc2\xb7 Experience in using SAP and Microsoft Office\xc2\xb7 Good experience in respective areas in Supply Chain Management and International Trade is a big plus\xc2\xb7 Experience working in MNC company a big plus\xc2\xb7 Must be willing to work extended hoursTo help us process your application, please visit www.gmprecruit.com/current-jobs to upload your resume on our website with GMP Job Code: 24972GMP Recruitment Services (S) Pte Ltd | EA Licence: 09C3051 | EA Personnel: Juancho Villafuerte | Registration No:R24119907This is in partnership with the Employment and Employability Institute Pte Ltd (\xe2\x80\x9ce2i\xe2\x80\x9d).e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives.By applying for this role, you consent to GMP Recruitment Services (S) Pte Ltd\xe2\x80\x99s PDPA and e2i\xe2\x80\x99s PDPA.

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