Customer Service Officer - 8 Months contract

POSITION SUMMARY
o Ensure smooth executions of Order Processing and Delivery Planning that will meet Customer Service Level target with an optimum Distribution Cost. Bring order management and logistics expertise to work with customers on improvements of downstream logistics, building relationship with customers and improve overall business results.
ACCOUNTABILITIES
Order Management
o Data entry:
• Demonstrate expertise in data entry by capturing all customer orders accurately within appropriate cut off periods (capture of orders in various format: DMS, Web /link of customer, Email with Excel, PDF, Word file...)
• Maintain the integration of the DMS and the Computerised Order entry Systems in SAP through efficient, accurate processing of all documentation to meet KC's controls and guidelines.
• EDI order management. Review of blocked and incomplete orders ensuring that orders are not unduly delayed.
• Amend (adding, changing, deleting) customer orders on request for internal and external stakeholders.
• An ability to process dedicated customers' orders per day is critical to ensure all orders are cleared by close of business.
o Credit Control:
• Check credit limit of customer prior to order processing
• Coordinate with Finance for exceptions of credit release.
• Advise and follow up with Distributors on payment amount to unleash credit.
o Stock allocation control (Applied for CP plan and Tight supply)
• Control incoming orders versus allocated quantity during effective timing of allocation.
• Alert to customer and related team to balance and switch order if needed to meet business
o Ensure to commit compliment of Internal Audit control for handling Promotion schemes /Gift assignment
o Understanding the priority and criticality of different customers, channels and situations. Advise K-C internal/external customers of order and delivery problems, stock status and suggest alternatives to assist the customer maintaining sales of K-C products.
o Create returns orders and follow-up with Sales/Distributors for stock transfer. Analyse market return & refusal to prevent future situations
Transportation Planning & Trucks Booking
o Ensure incoming orders checked and sent to WHs and transportation departments, within the cut off timetable
o Manage and create shipment no to measure % full truck by trip by route to ensure Truck Utilization PI achievement and optimize the transportation cost, contributed to distribution cost saving.
o Work with transporters for trucks booking.
o Well coordinate with Distribution team to apply truck scheduling for trucks arrival in DC to ensure on Time in Full delivery to customers.
Customer Interaction
o Adhere and comply with standard work practices in line with Kimberly Clark's policy, procedure and work instructions.
o Provide customers with immediate and relevant feedback and information relating to service delivery, order etas, stock information, pricing and claims received via phone or email.
o Develop expertise in product knowledge for all Kimberly Clark products and answer general product enquiries.
o Acting as intermediary between Customer Service, Customer Care, Warehouse and Marketing for unusual enquiries and non-standard requests.
o Maintain good relationship with customers, taking into consideration the sales strategy.
o Add value to customer and company through Order Management process.
- Influence customers to modify their ordering behaviours to improve total supply chain performance (e.x influence delivery frequency, order size,..)
- Influence supply chain to adjust flexibility and availability levels, in line with the Route-to _market and Logistics strategy
Reporting
o Extract data from system and run designed reports to support business analysis and decision making (Sales by Category, area, promotion...). Report issues when strategic customers / specific promotion activities are affected by stock or capacity shortage
o Daily track orders and deliveries and sent daily report to GT channel to drive business target.
o Understanding Business Impact as proceed & record Order. Escalate as needed. Follow with instruction & alignment
o Discuss cost related to services level and customer profitability
Project Improvement / Continuous Improvement
o Optimize the process by achieving higher efficiency internally. Increase process efficiency by automating routine checks & alert procedure
o Increase visibility on customer performance to improve order acceptance process (e.g: ordering patterns, payment histories..)
o Collaborate with FIN to improve credit check process
o Analyse KPIs, monitor trends and determines improvement actions.