Customer Service Rep

Job Description

• Keeping the customer informed about the order status within defined TAT, based on the PO raised by the customer.
• Quality check of the PO: Checking the quotation details (quantity of the items listed) as per the company order policy and process.
• Review terms and conditions as per the set process to fulfill purchase order requirement(s).
• Fulfill all the documentary requirements as per the defined timelines.
• Actively collaborating with the cross functional teams to meet customer expectations.
• Periodical MIS to be shared with the leadership team, internal team, regional managers, etc. as per the current business requirement.
• Maintaining timely control of Customer orders, amendments, and other documents in SAP/ recommended database to ensure accurate retention of records ensuring proper documentation and all order management processes according to corporate policies.
• Manage customer complaints & escalations by giving patient ear to their grievance to provide timely resolution.
• Organize and execute daily tasks to provide an efficient and quality service to the customers.
• Execute Sales Order processing in SAP environment with appropriate compliance checks in place.
• Create a purchase order for vendor/supplier 3rd party. Align with commercial team and Service team to on job installation and advise them on customer delivery location.
• Create SAP DO and INV and Manual documentation (if any) for those customers who have special requirements on uploading to the customer web.
• Drive Sales return and customer return processes in line with defined guidelines.
• Active contribution to process improvement and demonstrate customer centric approach.
• Coordinate and track Sales order fulfillment status in line with Customer expectation and sensitize the situation to the management respective to accelerate delivery.
• Handling customer complaints and working with relevant parties to resolve them.
• Participate in special projects and key initiatives identified from time to time.

Qualifications

• Candidate must possess at least a Diploma or Degree in Business Admin/Supply Chain or Order management related.
• At least 6 years of experience in Sales order management profile in manufacturing and related industry environment.
• Able to communicate and liaise with Internal and external customers.
• Able to multitask and follow through by organizing well on daily job.
• Experience in using SAP system & Good knowledge in Microsoft Office application.
• A team player and able to work independently with minimum supervision.
• Independent and able to work as a team.
• Computer literate, knowledge in MS Office - Excel, Word, PowerPoint.

Preferred Characteristics

• Customer service oriented and proactive.
• Good communication and interpersonal skills.
• English speaking and writing skill.
• Independent and self-motivated and able to manage multiple task.
• Good computer skills including MS Office, Outlook & SAP.
• Able to adopt dynamic working environment, and team player.