Officer - Customer Service

OBJECTIVES OF THE POSITION
• Interface with Customers and collaborate with internal teams to ensure all sales orders/purchase requisitions and enquiries are processed in a timely manner, with the aim to ensure that goods and services are supplied on time and customer needs are fulfilled.
• To enhance customer experience by capturing requirements and expectations (based on identified touchpoints) from the customer and managing the relationship.
MAIN AREAS OF RESPONSIBILITIES AND KEY ACTIVITIES
• Perform Sales and Delivery Order Management tasks (Front end):
▪ Receive orders and requirements from the customers/sales team and transfer to Operation team (APTC at Hub) to process. Coordinate with relevant teams to settle issues/complaints.
▪ Collaborate with Supply Chain for timely deliveries and resolve/handle relevant incidents (if any).
▪ Collaborate with Business Units in maintaining master data; DG declaration, business contract sign-off and invoicing.
▪ Monitor shipmen/delivery schedules and notify customers.
▪ Conduct period customer visits.
• Collaborate closely with the back-office services for Customer Order Management to ensure timely fulfillment of orders, processing of order changes and escalation of NCMs.
• Contribute to the development of customer relationships through proactive customer communication related to order management e.g. product availability, order status and delivery tracking.
• Support Credit Management, Billing and Accounts Receivable follow-up.
• Actively communicate status, investigation results, corrective actions to customer and ensure on time closure for nonproduct quality related complaints; capture customer expectations/ requirement and feedback to BU/ Functions.
• Support the implementation of business rules related to customer order management process.
• Contribute to initiatives to help improve the Net Promoter System (NPS) customer feedback.
• Capture market intelligence from daily interaction with customers and share with the business as appropriate.
• Maintain a safe and healthy working environment by following the company's EHS Policy and requirements and report any unsafe conditions and behavior, including near miss and incident, to immediate superior.
• Additional tasks within Customer Service team: Provide efficient back-up to team-mates; Take up additional responsibilities upon assignment by team-lead/department head.