Local Customer Service Executive - WA (CERAMICS)

Description

• Maintain customer invoice files for archive in customer files (electronic or non electronic)
• Be the single point of contact for allocated customers on all information requests, complaints, etc.
• Communicate with internal / external customer on delivery dates and adjustments
• Closely monitor the containers’ movement until the containers arrive at the destination.
• Review data and correct discrepancies as needed (e.g. ordered quantity vs. shipped quantity)
• Collect customer requests requiring task allocation and register in CRM. Follow-up with other functions from Customer Service (e.g. complaints, samples, regulatory questionnaire)
• Support in credit application, credit release application, credit note / debit note request if needed.
• For the export goods shall be tracking the goods will reach to destinations.
• Sample dispatch to customers/clients based on the requirement and coordinate the entire activity to execute.
• Liaison with Customers, Sales, Operations, Finance and Logistics teams and local agents / distributors
• Prepare G-sheet & presentation to update and track the dispatch movements and open order status.
• Communicate back to Customer Service for customer information
• Timely processing of invoices for customer orders (Tax invoices might be issued by Finance department)
• Manage billing process and participate in ERP implementation as needed
• Punch in the customers' orders into the local ERP system and validate the order context according to internal / external customer’s requirements and Source Plant’s capability. Follow Service Level Agreements (SLAs).
• Liaise with "complaints, samples & regulatory coordinator" for requests requiring task allocation and follow-up with other functions (e.g. operations)
• Using CRM to update and prepare data for shipped related information.
• Encode order with delivery date and liaise with Source Plant’s logistic coordinator to organise delivery
• Input data in ERP
• Follow-up on tasks allocated with relevant functions until it’s closed (e.g. following up on samples sent-out from plants, complaint status, sample status and regulatory questionnaire … etc)
• Directly collect information and communicate to customer when possible (e.g. shipment tracking)

Requirements

• Deep knowledge of customer journey improvement to drive customer centricity
• Proficient in English.
• Data entry experience.
• Data analysis experience, presentation of data and experience in handling ISO documents.
• Customer oriented profile with previous Sales/Sales exposure
• 4-5 years of experience in customer service with knowledge in manufacturing.
• Experience in handling complaint from customers and solving complex client situations is an advantage
• Hands-on experience in Business Transfer and International Trade as well as Letter of Credit handling, incoterm, etc..
• Bachelor’s degree or above
• Fluent in the language(s) of the customers and CS team members of the Region is an advantage (Hindi, Telegu)

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance