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Sr. Rep, CS INS, GSC Solids, ROA

Org Unit Name:  Customer Service IND
Location:  India-Gurugram 

 

JOB PURPOSE

Lead the process of order management and order fulfillment for assigned customers. Also, act as a step up for key customers. Ensure selection of contracted service providers within the agreed allocation, transporter nomination, shipment monitoring to avoid delays, root cause investigation of customer complaints and provide improvement plans, supervise processing customer payments; maintaining good relationship with all related parties - internal  such as cross functions or external such as customers, LC confirming banks, 3PL, Liners, etc. 

 

Job Responsibilities

  • OTC Management activities, enhance customer satisfaction, to reduce costs, to develop improvement plans to reduce lead time,  to expedite payments; maintain good relationships with customers and various business partners. Accountable for continuous improvement of CS processes, procedures and policies. Responsible for data accuracy and process efficiencies. Ensuring 100% tax compliance for customer billings. 

    ·         Implementation of E-Commerce strategy and targets. Support manager to manage NPS survey and internal analysis, collaborate with internal stakeholders to have NPS VOC follow up actions. Accountable for Non-technical Quality Notification process to improve service level. Assist manager to monitor performance of CS KPI’s. Accountable for Data Quality Management. Accountable to meet targets of KPI’s. Support Manager for monthly closings by every 1st of the Month for shipment/dispatches in previous month.

    ·         Identify areas of improvements & self drive virtual workshops & coaching sessions for CS team. Support Manager on workload analysis and review from time to time.  Assist manager to provide coaching to junior staff and manage back up plan.  Should be able to self-drive the RoA or Global CS Projects.  Simplify and standardize CS operation process and enhance operational governance.  Support to maintain a retention process for documents & document recovery in times of statutory, IATF and internal audits completion & closure without any non-conformance reports

 

MINIMUM EDUCATION/EXPERIENCE REQUIREMENTS

  • Bachelor’s Degree from an accredited University in Operations Management or Supply Chain Management or Logistics or Business Administration.  Preferable with working experience in MNC.                                         
  • 5-8 years experience in Customer Service, Order Fulfillment, Logistics Operation; Strong Analytical skill with experience in similar functions.         

 

ABOUT SABIC
SABIC is a global diversified chemicals company, headquartered in Riyadh, Saudi Arabia. SABIC manufactures on a global scale in the Americas, Europe, Middle East and Asia Pacific, making distinctly different kinds of products:  chemicals, commodity and high performance plastics, agri-nutrients and metals.

 

SABIC supports its customers by identifying and developing opportunities in key end-use applications such as construction, medical devices, packaging, agri-nutrients, electrical and electronics, transportation and clean energy. Production in 2019 was 72.6 million metric tons.

 

SABIC has more than 33,000 employees worldwide and operates in around 50 countries. Fostering innovation and a spirit of ingenuity, SABIC has 12,540 global patent filings, and has significant research resources with innovation hubs in five key geographies – USA, Europe, Middle East, South Asia and North Asia.


EQUAL OPPORTUNITY EMPLOYER (EOE) STATEMENT
SABIC is committed to creating a diverse work environment and is proud to be an equal opportunity employer and as such will not discriminate in its employment practices, including recruiting and hiring practices, based on a person’s race, color, religion, national origin, citizenship, sex (including gender identity, sexual orientation and pregnancy), age, disability, genetic information, veteran status, or other characteristics protected by law.