As a customer service you will need to ensure customer orders are processed on time and in full, according to purchase orders requirements, resolve customer claims. Support sales/commercial team with pricing updates, survey administration and promotion activities. You will be reporting directly to customer service manager and you will work onsite at pj plant.
main responsibilities
* process all incoming purchase orders from customers against supply charter and provide timely acknowledgement.
* follow-up with necessary stakeholders to ensure delivery is made in accordance to the agreed purchase order delivery dates.
* provide weekly update to customers on purchase order delivery progress. Information to include material availability status, any delivery risk and possible mitigation actions.
* to liaise closely with demand and material planners to ensure necessary safety stocks for fast moving inventories are replenished based on monthly and 3 months look-ahead sales forecast.
* ensure all purchase order deliveries are complete with required documentation – msds, coa, invoice & proof of delivery docket (pod).
* ensure invoicing is done as soon as delivery is made in accordance with incoterm and receipt of pods. Closely liaise with forwarders / logistics service providers to expedite receipt of acknowledged pods.
* execute delivery of products in accordance with customer pos and liaise with warehouse, freight forwarders and other stakeholders to ensure on time and in full delivery.
* record all received documentation from customers in designated share-points to ensure tax reporting could be done on timely basis.
* perform compliance check on new customers in accordance with ppg compliance procedures.
* escalate to finance and account payable teams for customers facing credit-block status.
* be an interface on any customer enquiry pertaining to product substitution, product application, complaint, etc. Escalate all the enquiries to respective department and provide feedback to customer.
qualifications
* minimum 3-5 years working experience with matrixed organization and delivering quality results.
* proven capability in managing stakeholders with significant influencing ability at all levels in the organization.
* strong customer relationship management or customer marketing experience, preferably from consumer goods industry.
* experience with supply chain management and manufacturing planning are advantageous.
* knowledge of and experience from chemical / paint industry are advantageous.
* excellent verbal and written communication skills in english.
* have, at minimum, bachelor’s degree in engineering, social or natural science and/or business management.
* advance working knowledge with sap, excel and/or oracle.
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