Customer Service Representative

Roles and responsibilities

Key Accountabilities:

Operations

• Manage and follow-up enquiries (general product info, proforma invoice/letter of credit, sample requests, product availability)
• Receive and process orders and managing the order-to-cash process
• Prepare full set of shipping documents
• Be first contact in case of emergency or complaint
• Manage correction process (goods return, credit/debit note requests) and other returns
• Coordinate with business units and work as a team with supply chain, finance, credit etc.
• Establish working relationship within Borouge
• Proactively identify, propose and implement improvements to systems & processes to achieve quality and efficiency
  

Customer

• Identify customer needs and resolve immediate issues or highlight it to a higher level of authority
• Maintain an ongoing relationship with key customers
• Coordinates specific work tasks with other personnel within the department as well as with other departments in order to ensure the smooth and efficient flow of information
  

Interfaces

• Serve as a communication link between customers and other departments
• Report pertinent information to the immediate supervisor as requested, or according to an established schedule
• Compile information as necessary or as directed and provides data as needed
• Cooperate with, participate in, and support the adherence to all internal policies, procedures and practices in support of risk management and overall safety and soundness and the company compliance with all regulatory requirements

Desired candidate profile

• Minimum Diploma up to Bachelor Degree
• Fresh graduates with Bachelor in Supply Chain or related are welcome to apply.
• Minimum 3 years of relevant experience in customer service/order fulfilment
• Good spoken/written communication skills in English
• Experience in servicing the Asia Pacific region
• Knowledge and understanding of transportation modes (air/sea), the freight forwarder industry, export documentation, government regulations and export controls requirements
• Experience with Letter of Credits reading and execution of documents to banks
• Good understanding of manufacturing scheduling and lead times.
• Concern for order quality accuracy
• Excellent SAP and spreadsheet/document software interfacing skills
• Good planning, analytical, interpersonal and enjoy challenges
• Team player and customer orientation
• Able to work in a multi-cultural team environment
• Cultural awareness of the countries served