Customer Service Specialist
Omya · Shah Alam
Key Accountabilities
Segment Management
- Has functional responsibility for all segments under Omya entities in Malaysia.
- Recommend potential segment improvements to management by collecting customer information and analyzing customer needs.
- Provide accurate, valid and complete information for a specific segment internally and externally related to order management.
- May supervise or oversee junior Customer Service Representatives.
Customer Pricing
- Enter and maintain pricing and customer details in appropriate systems.
- Verify customer pricing and terms of sale and maintain SAP customer quotations, summary billing setup and rebates in SAP & Salesforce system.
- Communicate with Sales group to ensure customer pricing and requirements are understood and correctly input into SAP & Salesforce Price Offer Management system as well as ensure that all are informed of key issues/accounts.
Order Management
- Input accurate customer order information into SAP in accordance with procedures set forth by the department Manager.
- Complete and obtain Sales approval for product quality deviations.
- Communicate with plant shipping department to provide order information and set delivery dates on a timely basis to facilitate production planning and scheduling.
- Follow up with transportation suppliers and warehouse suppliers to ensure that orders are shipped as scheduled and advise customer of shipping details.
- Keep customers and Sales advised of any problems or delays with their orders, any potential supply disruption and/or price variation.
- Process returns, credits and debits in SAP in accordance with existing procedures.
- When applicable monitor and process EDI orders in accordance with existing procedures.
- Assisting shipping functions for all export orders; in coordination with Logistics and the warehouse to ensure proper carrier arrangement and accurate billing in SAP being done on timely manner.
- Coordinate imported products, vendor or via the chain order process in SAP.
Customer Requests and Complaints
- Take care of the most complex customer requests and complaints, and with all requests and complaints regarding a specific segment.
- Monitor the resolution of customer problems and/or complaints resulting from incorrect pricing, non-conforming products and other related issues.
- Close complaints in the Salesforce Claims database in accordance with existing procedures.
- Follow up all customer enquiries & update Salesforce Case Management.
- Attend customer meetings and visits to customer sites when applicable.
QSHE Compliance
- Maintain safe working conditions and practices to achieve a zero (0) lost time injury record within the area of responsibility.
- Perform work duties in accordance with Quality System Manual procedures & company policy.
- Participate in all QSHE related activities as per required for the department.
Management Support
- Perform work duties in support of superior and reporting.
- Assist in monthly & yearly ending book closing in SAP under SDLE.
- Assist in stock count activities in external warehouse as and when needed & to reconcile the book.
Solid line(s) to
Head of Customer Service (Malaysia)
Dotted line(s) to
n/a
Number of direct reports
n/a
Number of total reports
n/a
Number of dotted line(s) reports
n/a
Performance Measures
- Ensure all customer’s demand and requirements are resolved with exception on pricing & sales terms & conditions.
- Ensure all orders are entered accurately and quickly to minimize any delays in delivery of product on the required date.
- Ensure that invoicing is executed in a timely and accurate way.
- KPIs agreed in yearly MbO.
Internal contacts
- Supply Chain Management
- Sales
- Customer Service
- Logistics
- Warehouse
- Operations
- Finance
External contacts
- Customers
- Suppliers, intermediaries, 3rd party service providers, vendors
Education
Degree/ Professional Qualification.
Experience
- Minimum 5 years of prior experience in the areas of customer service, with the emphasis on manufacturing segment.
- Experience in export/import transportation or international business in the industrial chemical market is beneficial
Knowledge and skills
- High degree of customer focus.
- Solid expert knowledge of a specific segment.
- Solid & professional communication skills both written and verbal.
- Excellent organizational and interpersonal skills.
- Computer skills and proficiency with automated sales systems.
- Ability to act quickly and accurately and function in a fast-paced & dynamic environment.
- Ability to perform multiple tasks under pressure and analyze problems with minimum supervision.
- Ability to always maintain confidential information.
- Working knowledge of Microsoft Word and Excel.
- Working knowledge of Salesforce & SAP preferred.
- Ability to develop rapport with customers, vendors & internal cross-functional department.
Other requirements
- Excellent command of both oral and written local language and English are required.
- Command of both oral and written Chinese/Mandarin language is preferred.
- Must be a good team player & contributor.
- Readiness to travel occasionally.
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