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.

QUALIFICATIONS AND SKILLS REQUIRED

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

Customer Service Specialist