Vacancies Customer Service Representative

The role of the Customer Service Representative is to process and follow up sales orders timely and accurately play the role of contact window between sales and site /functional departments to make sure of the order OTIF help salesperson and customers to download and analysis data to improve the customer service level

1. (50%) process and follow up third -party order related activities
Order input timely and accurately and follow up (from Customers Sales )
Invoice issued and posted timely and accurately
Paints Delivery coordination with Customers and Logistics
Paints transfer coordination with Customers and planning
Urgent order coordination with Customers planning and production
Credit order release application and Payment collection coordination with GBS Finance Sales and customers
Periodic outer warehouse inventory check and transfer to main warehouse to speed up inventory turnover
Control and reduce SLOB through optimized order to delivery activities
Manage tinted items production and delivery manually to reduce tinted item SLOB
Regular RDD change to improve OTIF and reduce backorder quantity

2. (20%) Service level focus
Support the Customer Service Supervisor to carry out Service level framework
Support the Customer Service Supervisor to carry out in control and out control check
Collaborate with internal functions to resolve customers complains
Help salespersons and the customers to download and analysis data to improve the service level
Deliver actionable insights to improve SLA and customers satisfactions

3. (30%) FFM order activities
FFM order check and revise
Timely reply to overseas supply inquiry
Regular RDD change to improve OTIF and reduce backorder quantity
Regular communication with TSR the agent and owner to improve Customers satisfactions and order OTIF
Be familiar with the customs declaration procedure.
ICD invoices issued and posted timely and accurately

Order
Order activities e.g. Order input timely and accurately RDD accuracy Reject and Return orders. Urgent orders arrangement
Sales support activities work closely with Sales GBS I2C to align and define issues in credit and overdues.
inventory check and turnover to reduce SLOB
Actively participate in continuous improvement activities in driving efficient order processing such as Digital order

SLA
Follow up the vessel schedule timely to ensure OTIF delivery
Act as a liaison between customer and internal functions to ensure all customer expectations are communicated understood and met throughout the organization in a timely and effective manner.
Other duties as required in support of the company and Customer Operations Department strategy implementations.

Ensure Sales order input accuracy and timeliness.
Ensure price input and invoices issue accuracy and timeliness
Ensure customer master data accuracy
Ensure delivery OTIF
Implementation of Customer Operations Departments strategy e.g. SLA
Ensure Order to cash process are well carried following Akzo Nobel Global process and compliance requirements.
Proactively identify and drive resolutions to addressing customers complaint

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Minimum 5 years working experience in Customer Service
Degree in Business Administration Sales & Marketings.
Can work independently excellent communication skills & inter-personal skills.
Responsible proactively define issues and facilitate end to end resources/supports to resolve problems in meeting customers requirements.
Self-motivated strong sense of continuous improvements.
Coordinating skills; Prioritize and coordinate different requirements to ensure customer satisfaction and solid end to end delivery
Language requirements: local language and excellent English skills
System skills: Familiar with operation systems - SAP Analytical BI PowerPoints

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