Customer Service Specialist

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.