Customer Service Representative

Key Accountabilities:

• Order Processing & Administration: Manage end-to-end processing of external customer orders and internal orders, including local sales, semi-indent, and sample orders (online and offline). Handle returns, credit notes, and debit adjustments accurately and in a timely manner.
• ERP Data Management & System Support: Maintain accurate and up-to-date master data in the ERP system, including customer records. Resolve system-related issues (e.g., SAP blocks, transaction errors) and provide troubleshooting support to ensure smooth operations.
• Coordination & Stakeholder Communication: Act as a central coordination point, providing timely information, product documentation, and operational support to internal and external stakeholders (customers, sales teams, planners, GPL, 3PL providers, and vendors). Manage inquiries efficiently via calls and written communication.
• Customer Complaint Resolution: Handle customer complaints using established tools and procedures, ensuring prompt investigation, resolution, and follow-up to maintain customer satisfaction.
• Reporting & Documentation: Prepare periodic sales reconciliation and inventory reports. Generate and issue required documentation, including tax invoices, proforma invoices, and commercial invoices, ensuring accuracy and compliance.
• Compliance, Audit & Policy Support: Ensure adherence to corporate policies and regulatory requirements. Support migration projects, ISO procedures, and internal/external audits (including customs audits). Maintain proper documentation, filing systems, and compliance records.
• Receivables & Dispute Management: Manage and resolve receivables disputes between customers and internal stakeholders, ensuring timely closure and alignment with financial controls.
• SCM Support / Process Improvement: Support Supply Chain Management (SCM) initiatives and projects. Drive continuous improvement in the Order-to-Cash (OTC) process.
• Local Regulatory & Operational Expertise: Serve as the local point of contact for legal and fiscal requirements (e.g., VN migration projects, system topics). Support HSEQ-related tasks such as hazardous material tracking, and consolidate import/export reporting, tax documentation, and audit requirements.
• Team Collaboration: Work closely within the SCM team to ensure seamless operations, knowledge sharing, and achievement of team objectives.

• Education: Diploma or University Degree in a relevant field.
• Experience: 5-10 years of experience in Customer Service or Supply Chain Management (SCM).
• Technical Skills: Detailed knowledge of ERP systems, particularly SAP systems.
• Industry Knowledge: Strong understanding of global order management processes, logistics, shipping, and international trade.
• Skills:

1. Experience in data collection and problem definition.
2. Familiarity with the impact of forecasting on operations and order management (OM).
3. Strong analytical skills to assess and resolve issues efficiently.
4. Proficient in ERP systems, with experience in SAP being a plus