About the role
The objective of the Sales & Marketing (S&M) in this Organization is to be the preferred supplier of aluminium to customers in our selected market areas. The Asia Pacific (APAC) S&M Team manages the planning, sales, delivery, collection and reporting process for four aluminium smelters in Australia and New Zealand, producing approximately 1 million tons of primary aluminium products for regional (principally Asia Pacific) markets.
We are looking for a Customer Service Officer (Metals) to deliver customer service excellence through strong communication and stakeholder engagement skills at all times in relation to the sales of Aluminium in the Australia, New Zealand domestic markets and/or Asia Pacific regions.
This role is a great opportunity to ensure clear communication channels and engagement with all internal and external bodies, including customers, port agents, logistics companies and other internal departments such as commercial service, logistics and finance to coordinate deliveries and ensure contractual obligations are met while adhering to internal control and compliance at all times.
Reporting to the Team Lead, Customer Service, you will
- Understand the customer’s needs and respond to all customer enquiries/ requests in a timely fashion.
- Assist with implementing customer solutions that create value for RTA and for our customers and that complement the Orgnization's operations or future development opportunities.
- Develop and maintain effective business relationships internal and external stakeholder including but not limited to Sales, Metal Management, Portfolio, Logistics, and Commercial Services as required.
- Full understanding of incoterms, supply chain workflow and payment terms.
- Ensure flawless deliveries for all Aluminium transactions by maintaining clear and auditable electronic records for all contracts.
- Manage the order to cash execution of each contract independently.
- Manage the shipping / trucking and forecasting, supply, and demand processes to meet customer’s requirements and internal stakeholders within production, inventory, and logistics team.
- Coordinate and manage customer’s monthly orders and pricing declarations through the creation and maintaining of sales orders.
- Be able to multitask customer requirements, co-ordination of shipments/ deliveries, pricing, resolving queries and reporting.
- Identify areas of risk and ensure these are escalated promptly and addressed/ mitigated.
- Support and facilitate business improvement projects with the key objective of ensuring the capability to scale business as usual activities (BAU) efficiently and launch new initiatives with agility.
- Engage with internal stakeholders based in Singapore eg Digital, Logistics, Metal Management, Commercial Services in delivery of sales execution and business improvement projects.
- Provide support and back-up for Sales execution in export and/or domestic regions as required by the Business.
About you
To be successfully considered for this role, you will have:
- Bachelor’s Degree qualification.
- Excellent communication both written and spoken English, additional language advantageous.
- Commitment to always delivering exceptional customer service.
- Manage customer expectations through negotiations and resolving issues.
- Attention to detail.
- Ability to operate effectively, accurately, and independently under pressure in a multi-tasking environment.
- Good Proficient use of Excel and Power BI.
- Strong communication skills and the ability to work collaboratively across internal teams and externally.
- Exposure to SAP or other similar ERP systems will also be beneficial.
- Strong time management and analytical skills and ability to work in a highly dynamic/complex business environment, managing deliverables and stakeholders whilst maintaining autonomy and self-motivation.
- Strong problem-solving skills.
