The role is responsible for end to end Order to Cash process includes but not limited to manage customer accounts at an operational level, entering and processing assigned orders according to the procedures, dealing with and resolving questions and/or problems involving operational activities, proper coordination and communication with customers, internal functional teams and external service providers for the execution of the shipments and shipping documentations.
Key areas of responsibilities:
· Process external customer orders in system and/or via manual process
· Manage end to end order fulfilment process
· Process return orders, credit and debit orders (customer order, intercompany stock order) as needed
· Provides information and literature to internal/ external customers / service provider as needed
· Managing internal/external customer calls and inquiries
· Ensure customer information is accurately maintained in the ERP system
· Customer/vender master data maintenance
· Handling & monitoring for inbound/outbound, document, trade compliance with internal / external shake holder (Customer order, intercompany order and cross-board intra company order)
· Process free of charge or sample handling as needed
· Manage customer complaints via SFDC tool, April star, IQOS (entering, further follow up)
· Actively support Customer Service Organization objectives, strategies, projects, team admin etc.
· Rebate/Sales comm handling If need
· Maintain department ISO procedures support as needed
· Support any internal/external audit requirements related OTC as needed
· Drive continuous process improvement/KPI in the Order to Cash process
· Travel as needed
· Achieve metrics target - Complaints, Order management, etc.
· Prepare monthly sales reconciliation report and issuance of local tax invoices, Proforma Invoices, Commercial invoices, etc.
· Initiation/Coordination of VAT exemptions (including collection of exemption certificates from customers) at the interface of tax/finance departments
· Manage cash collection process , Handle receivable disputes at the interface of customers and internal stakeholders
· coordinate credit management process with customer related.
Qualification and Experience Requirements:
· Diploma with 5-10 years Customer Service or B2B experience
· Chemical industry experience is preferred
· In-depth ERP system knowledge, SAP preferred
· Data collection and problem solving
· Knowledge of delivery and payment terms
· Knowledge of warehouse processes, logistics and shipping, international trade
· Microsoft Office - Word, Excel, PPT, SharePoint, One Drive
