Key Role & Responsibility Area
Customer order processing
- Prepare Sales Orders, Purchase Order (PO), Material Safety Data Sheet (MSDS), invoice, GRN and other related documentation as required
- Liaise with customers on delivery status
Handling inquiries & complaints
- Handling of customers’ inquiries on stock availability, delivery date etc
- Act as escalation for customers complaint for the team
Solving customer problems
- Build and maintain good rapport with the internal and external customers to understand their requirements, obtain feedbacks and response to enquiries and service issues highlighted by the customers
- Assist to resolve customers’ issues and problems within the authority
Inventory management
- Ensure proper procedure for inventory management, FIFO
- Ensure that the product, batch and quantity are selected in accordance to proper inventory management procedure
- Actual usage of inventory from toll blending, dilution etc must tally in the SAP system
- Inventory planning of raw materials required in production
- Verify supplier's DO and invoices
- Monitor daily delivery
Procedure management
- Work closely with the team to develop an ISO-aligned Standard Operating Procedures (SOP) for the Customer Service function
- Work with the relevant parties/ function to review and improve the overall customer service policies, processes and procedures to ensure efficiency and effectiveness of the day-to-day operation
Customer Relations
- Ensure a good understanding of the customer’s needs and service requirements – consistently measure and improve these
Health & Safety
- Ensure that safe working practices are used and appropriate Health and Safety legislation adopted
- Exercise responsibility for carrying out and adhering to the Health and Safety Policy and procedure
Others
- Ensure that all regulatory requirements are met
- Provide administrative supports such as documentation preparation, photocopy, filing and scanning
- Any other duties and responsibilities as may be assigned by the superior or Management
