Customer Service Representative

Job Responsibilities

Long Description

Short Description

Job Purpose

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

Key Accountabilities

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

Key Activities

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Experience

Minimum 5 years working experience in Customer Service 
Degree in Business Administration, Sales & Marketing’s.
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

Education

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Competencies