Customer Service Officer
2 weeks ago
**Objectives of the Position**:
- Manage OTC interfaces with customer efficiently and effectively
- Contribute to better performance of Customer Order Management (OTC process)
**Main Areas of Responsibilities and Key Activities**:
- Perform Customer Order Management process & monitoring, ensure all order processed correctly and meet customer satisfaction, including its accuracy and completeness of System/SAP.
- Contribute to 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
- Handle customer complaints via NCM (investigation & closure), ensure NCM created for any non-conformance, followed up and closed on time. Capture customer expectations / requirement and feedback to BU / Functions.
- Provide order status report and monitor customers’ order placement against sales forecast
- Contribute to further development of COM, fostering a culture of customer focus in the team, Knowledge sharing (Share & Learn, KNOWit) on order to cash process/issue, problem solving and trouble shooting
- Actively involve and support project initiated by country, regional and global (such as NGBA, etc), improvement initiative HUB-country, as well as related to cost & process.
- Work with the Hub/Cluster and other party under joint responsibility to have a strong performance management established (operational KPI).
- Participate and drive LSP, LLP interaction for improvement initiative, capture all outcomes/ actions, follow up and documented.
- Participate OD interaction, support all outcomes /actions and actively involve on any initiative and or join responsibility with OD for any process needed that involved GB (Cross function interaction and collaboration).
- Contribute to simplify OTC process for efficiency and effectiveness (CS award nomination).
- Any additional task related to situation where involvement and join responsibility needed
**Job Requirements**:
- Bachelor Degree in Economy or Administration
- Minimum 1-2 years experiences in customer service / supply chain / sales /controlling
- Well versed with SAP OTC processes
- Good understanding of the products/services of relevant business segments
- Good knowledge of the business processes
- Service excellence competencies
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