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Rep, CS-INS, GSC Solids, ROA

• Handle with accuracy the end to end OTC function to enhance customer experience and reduce complaints & operational challenges by first-time-right orders.
• Ensure on time shipments & to monitor them regularly to avoid delays and achieve DT1P score to stretch 98%.
• Ensure creation and maintainence of correct and accurate customer master data
• Responsible for processing new orders as per Commercial direction, selecting service provider within the agreed allocation, nominating transporters, monitor    shipments, investigate reasons of delay, managing customer complaints & claims, processing customer related payments (e.g. customer invoices, credit notes and debit notes).
• Build & sustain good relationship with customers to drive higher NPS score, promote E-Commerce & collect payments on due date. 
• Fulfill his/her tasks to support the overall SABIC and SBU strategy and fulfill given targets, act according to SABICs values and mission and promote SABICs and   and brand promise.

 

  The following are the key accountabilities for which only this role is accountable, indicating the percentage (%) of time spent:  
1 ORDER MANAGEMENT
• Pre-Order Management
o Support Sales functions in customer order related enquiries
o Sales contract preparation, finalization and sign-off by all parties, excluding term contracts
o Monitor Credit insurance (insured Letter of Credit and Trade Insurance) and credit facilities for customer orders
o Monitor and Review Letter of Credit and liaise with outsourced parties
• Order  Entry & Release
o Generate customer orders via SAP and ensure all validation checks are done
o Identify Material Availability, confirm delivery date and release sales order
o Manage and coordinate order issuing and order release
o Initiate and monitor unblocking process by interacting with Credit Financial Services (CFS)
o Follow-up the Order status to ensure timely order completion and closing+A1
• E-business
o Responsible for implementation of E-Business strategy and targets within customer base and notify improvement options to CSR across INS
o Joint efforts with Sales and IT consultant to facilitate the SABIC E-business introduction to target customers
o Conduct training sessions of E-Commerce in official events / on-site trainings
2 ORDER FULFILMENT
• Distribution Management
o Liaise with 3PL for all distribution activities
o Create Outbound Documents (OBD), picking of inventory and arrange shipment
o Confirm product picking and picking list with 3PL and agree lead time for loading and delivery
o Execute orders as per confirmed commitment and advise customer on order status
o Escalation to 3PL for any non-conformances as per agreed service level
o Perform Goods Issue (GI) in SAP on movement from hub / warehouse and order Closing
o Ensure delivery was completed and compliance to customs regulations
o Handle and monitor documentation for shipment i.e. bill of lading, packing list, insurance and creation of Delivery order for warehouse
o Monitor performance of 3PL proactively to avoid customer complaints for late delivery and claims
o Execute customer orders according to agreed service level.
o Monitor ongoing shipment; manage resolution and follow-up Investigate reasons of interruptions with concern parties and escalate exceptions while informing stakeholders regarding all customer relevant updates and other relevant parties.
o Actively resolve issues and ensure timely communication with customers.
3 COMPLAINT MANAGEMENT
• Handling complaints and feedback from customers via phone or other communication tools in a professional and polite manner
• Initiating complaint by entering notification in SAP
• Assist in Investigating the root cause of complaint
• To ensure the corrective and preventive action is identified and communicated to each CS member
• Follow up with concerned parties: Sales Manager, Business Manager, Technical Managers and diverse supply chain function
• Execute diversion (reverse logistics) process if necessary and approved
• Execute credit/debit notes based on written communication and approval
• Initiate refund request according to MAS
• Close complaint in the system & ensure corrective & preventive action of such complaints is circulated in CS teams
4 REPORTING & ANALYTICS
• Assist in reporting & analytics for INS region
• Consolidate INS CS KPI & share with CS Manager for presentations
• Prepare and analysis DT1P scores for Manager discussion
• Prepare and submit day-to-day operations and performance reports
• Initiate & inspire team to drive process improvement in OTC function
• Take responsibility for analysis, measurement and improvement of selected Key Performance Indicators, i.e. reliability against relevant industry benchmarks
5 OTHER KEY TASKS
• Maximize E-Commerce order intake and ensure customers are trained either remote or customer visits.
• Demonstrate excellent customer engagement behavior as measured by 360o customer survey
• Be proactive in solving immediate problems & applying conflict management skills
• Understand market specific indicators and are able to deduct and make decisions, give guidance and information to parties concerned.
• Work independently with minimal supervision
• Drive for 98% DT1P score (stretch)
• Monitoring and follow up the overdue payments < 5 days with customers and CFS.
• Engage in Sales and Operations Planning Meetings
• Managing and monitoring master data for customers.
• Resolve customer and order data Quality related issues.
• Responsible to drive higher NPS score for CS related function
• Provide suggested solutions in case of operational interruptions and approve or escalate solution to Manager
• Organizing / Chair cross functional meetings, knowledge sharing sessions, etc.
• Follow up, closing and clearing invoices with Shared Financial Services (SFS) and responsible for monthly billing/closing.
• Responsible to monitor TC rebate in refernece to respective TC agreements and MAS.
• Champion in conflict management & work towards alignment of SCM with other functions to achieve organisation goal