Job Description

JOB TITLE: SR. REPRESENTATIVE, CUSTOMER SERVICE - SEA & ANZ, GSC SOLIDS, ROA

ORG UNIT NAME: PETROCHEMICALS

LOCATION: SINGAPORE MILLENIA TOWER

JOB PURPOSE

• Lead the process of order management and order fulfillment, selection of contracted service providers within the agreed allocation, transporter nomination, shipment monitoring to avoid delays, root cause investigation of delays and provide improvement plans, supervise processing customer related payments; maintaining relationships with related parties (customers, banking, liners and other service providers and etc). Responsible for order fulfilment and data accuracy and process lead-time effectiveness.
• Assist CS manager to support Customer service operation with accuracy of Order Processing and Order Fulfillment activities to achieve business plan targets, customer satisfaction and to reduce costs by enabling first-time-right orders.
• Ensure targets (KPI\'s) are met by accurate and timely planning and reporting, on time shipments, monitor credit issues, monitor on time payments, timely investigation, closure of quality notifications, customer satisfaction and NPS index
• Ensure correct and accurate customer master data.
• Fulfill his/her tasks to support the overall SABIC and SBU strategy and fulfill given targets, act according to SABICs values and mission and SHERC targets, promote SABICs brand and brand promise.
• Support CS manager to development and management of global and Rest of ASIA (ROA) customer service projects, simplify and standardize customer service operation process and enhance governance process.

Job Responsibilities

• Accountable for daily Order-to-Cash Management activities to achieve business plan targets, customer satisfaction, to reduce costs, to provide improvement plans for shipment delays, to supervise processing customer related payments; maintaining relationships with customers and various business partners. Drive improvement of business solutions and order processing efficiency. Accountable for continuous improvement of customer service processes, procedures and policies. Responsible for data accuracy and process efficiencies. To support her Manager for all Order-to-Cash required works.
• Accountable for monitoring and driving for KPI excellence
• Support CS manager on day-to day operational issues independently and team coaching. Assist CS manager to provide coaching to peers and manage back up plan. Periodically review and maintain CS SOP, and monitoring operational governance. Support CS manager on data analytics & reporting
• Responsible for Order-to-Cash Management related continuous improvements (eg. cycle time, master data ), process transformation ( bigger scope , not limited to respective region). Support CS manager to development and management of global and Rest of ASIA (ROA) customer service projects, simplify and standardize customer service operation process
• Responsible to support the overall SABIC and SBU strategy and fulfill given targets, act according to SABICs values, mission and targets, promote SABICs brand and brand promise.

EDUCATION/EXPERIENCE REQUIREMENTS

• Bachelor\'s degree in Operations Management, Supply Chain Management or Logistics or Business Administrative.
• Minimum 5 years\' experience in customer service, order fulfillment, logistics operation; strong analytical skill with experience in similar functions.

ABOUT SABIC

SABIC is a global diversified chemicals company, headquartered in Riyadh, Saudi Arabia. SABIC manufactures on a global scale in the Americas, Europe, Middle East and Asia Pacific, making distinctly different kinds of products: chemicals, commodity and high performance plastics, agri-nutrients and metals.

SABIC supports its customers by identifying and developing opportunities in key end-use applications such as construction, medical devices, packaging, agri-nutrients, electrical and electronics, transportation and clean energy. Production in 2019 was 72.6 million metric tons.

SABIC has more than 33,000 employees worldwide and operates in around 50 countries. Fostering innovation and a spirit of ingenuity, SABIC has 12,540 global patent filings, and has significant research resources with innovation hubs in five key geographies - USA, Europe, Middle East, South Asia and North Asia.

Equal Opportunity Employer (EOE) Statement

SABIC is committed to creating a diverse work environment and is proud to be an equal opportunity employer and as such will not discriminate in its employment practices, including recruiting and hiring practices, based on a person\'s race, color, religion, national origin, citizenship, sex (including gender identity, sexual orientation and pregnancy), age, disability, genetic information, veteran status, or other characteristics protected by law.

SABIC