Sr. Representative, CS-Segment 1, SC POL
JOB TITLE: Sr. Representative, Customer Service, SC Polymers, GC
ORG UNIT NAME: Polymers SCM
LOCATION (CITY/COUNTRY): Shanghahi/China
HIRING MANAGER: Manager, Customer Service, SC, Polymers, GC
JOB PURPOSE
1) Responsible for timely and accurate Order Management and Order Fulfillment process, including monitoring of on-time OE/OI/GI, on-time payment/ shipments/ documents, escalation of credit issues, to achieve customer satisfaction and to reduce costs.
2) After-sales support through close monitoring and processing of Rebates and QN/Customer's claim timely and accurately.
3) Demonstrate the capability and support team to resolve day-to-day operational issues, and seek to simplify and standardize customer service operational processes.
4) Accountable for data quality and governance (SAP, Customer Master, MDG clean up etc).
5) Build good relationships with all related internal and external stakeholders within and out of regional & global Supply Chain such as Logistics, Planning, Excellence, BU, Sales, Finance, Global Marine & Warehousing and Customers, Banks, Liners, 3PLs,4PLs (doc prep and service providers). Govern service provider/doc prep vendor day to day operation also drive Vendors' performance to ensure KPI targets are met
6) Ensure CS KPI targets are met (DT1P, e-Commerce, NPS, QN cycle time, OTC cyle time, timely AGI, etc.) with proper root cause investigation and preventive action to improve the results.
7) Support overall company strategy, ensure adherence to our Code of Ethics, instil SABIC Leadership Way in our way of working, and promote SABICs brand and brand promise.
8) Support ad-hoc tasks as assigned.
9) Lead regional customer service projects for system and process transformation
10) Analyze OTC end to end processes and historical data to identify improvement opportunities in both process and system design.
11) Successful hybrid for PE/PP/ETP business portfolio.
Order Fulfillment 45%
1) Timely and accurate end-to-end Order Management and Order Fulfillment - do it right the first time
2) Prepare day-to-day operations and performance reports
3) Resolve day-to-day operational issues, monitor shipping/documentation status, investigate reasons of delay, ensure timely order completion and closing
4) After-sales support through close monitoring and processing of Rebates and QN/Customer's claim timely and accurately.
KPI driven & Data maintenance 15%
1) Accountable for data quality and governance (SAP, Customer Master, MDG clean up etc)
2) Ensure CS KPI targets are met (DT1P, e-Commerce, NPS, QN cycle time, OTC cyle time, timely AGI, etc.) with proper root cause investigation and preventive action to improve the results.
Process improvements and project management 30%
1) Lead regional customer service projects for system and process transformation
2) Analyze OTC end to end processes and historical data to identify improvement opportunities in both process and system design.
3)Successful hybrid for PE/PP/ETP business portfolio.
4) Govern service provide/doc prep vendor day to day operation also drive Vendors' SLA performance ensure KPI targets are met
Support ad-hoc tasks as assigned 10%
MINIMUM EDUCATION/EXPERIENCE REQUIREMENTS
1) Bachelor's Degree from an accredited university in supply chain or science & engineering related majors.
2) 8+ years working experience in supply chain or petrochemicals industry, supply chain related projects experience is a plus.
3) Preferred proficient in VBA for Office automation. Experienced in using VBA for SAP scripting is a plus. Knowledge of Python for data processing and analysis is a plus
4) Familiarity with Power Query and Power BI for data visualization and reporting
5) Excellent English writing and communication skills