Customer Service Associate

Our client is looking forward to recruiting Customer Service Associate to support in end-to-end order execution, from SAP/ERP entry to on-time delivery. The role requires coordinating with sales, logistics, and international trade teams, resolving customer issues, and supporting sales growth. The Ideal candidate should have experience in export-import processes, strong problem-solving skills, and a customer-focused approach.

 PRIMARY DUTIES

 1.      Order Management

·         Coordination between customers and sales representatives for arranging Customer Purchase orders on time.

·         Entering the orders in SAP/ERP. Hands-on experience on existing ERP/SAP - OTC T codes and reports will be added advantage.

·         Coordination with cross functional departments for arranging on time shipment dispatches. (Coordination with planning, warehouse, Quality, finance, etc.) 

·         Manage all aspects of order cycle to ensure customer satisfaction and hassle-free interface with local & Overseas customers.

·         Liaise regularly with other functions such as Finance, Logistics, Planning, Operations, & Sales, to ensure SIFOT delivery to our customers.

 2.  Customer Relations

·         Considered expert in problem solving related to customer service issues.

·         Build and/or improve lasting relationships with customers through knowledgeable communication.

·         Exercise independent judgment and ownership in performance of duties.  Proactively seek problem resolutions using appropriate resources in a timely manner while minimizing cost impact to company.

·         Responsible for promoting and training customers on all ecommerce tools and solutions.  Maintain and seek understanding of existing and new ecommerce solutions.

·         Document and initiate dispute resolution process as appropriate to ensure customer satisfaction.  Engage sales or customer service management for assistance.

·         Independently monitor and enforce material allocations with customers while maintaining positive customer relations.

 3.      Sales Support

·         Partner with sales to achieve sale growth initiatives and company value propositions.

·         Assist Sales in meeting sales goals.

·         Ability to handle assigned projects in addition to daily tasks independently.

·         Support Sales on Customer code creation, Item code creation, Price Locks & other SAP issues.

 4.      EXIM

·         Possess strong Export / Import / International trade entire process knowledge.

·         Ensure for all freight forwarding / Custom House Agent activities pertaining to international trade, this includes container booking, complete coordination with freight forwarding, Customs house agents and if needed Custom department.

·         Ensure negotiations with shippers, agents & freight forwarder for freight costs.

·         Ensure to check for opportunities for lowering the cost of the freight forwarding and shipment charges.

·         Make sure the Export document requirements in line with customs requirements.

·         Keep track of invoices and submit to Finance and prepare reports.

·         Ensure that shipments follow the local laws and regulations governing the export industry.

·         Issues related to time zone delays also need to be dealt with.

·         Comply with the rules and regulations of the home country as well as the exporting country.

·         Track and control for delays that may occur during the export and import process.

 5.   Customer Focus

·         Seeks to understand and include customer requirements in all operational plans and activities.

·         Ensures effective follow up, responsiveness and feedback to ensure customer requirements are being met.

·         Ensures customer and community service standards are considered in all operational activities.

·         Handle customer complaint process as per company established process.

 6.      Other

·         Interface with finance to resolve any customer credit issues to ensure timely shipment, seeking assistance as needed.

·         Review statutory requirements as needed, Report irregularities. 

·         Adhere to all Health and Safety rules and ensure that all Health and Safety procedures are properly followed by all members of staff.  Follow Company EHS procedures.

·         Ensure that clean desk policy at Work area. 

MINIMUM REQUIREMENTS

·         Must have handled core End to End process management of Order execution, right from booking the order in system and till end customer delivery, including documentation.

·         Candidate should have well versed knowledge on all documentation part needed for order execution. Should be a good document reader.

·         Candidate should have worked independently on document creation under various terms of dispatch and payment including Letter of credit.

·         Min 3 to 5 years customer service / Sales orders execution (Order to dispatch), of which the majority work experience should be related to end-to-end order management & International business Activities.

·         Ability to do multitask & ready to accept new challenges.

·         Action oriented and high energy to work in a challenging, changing, and flexible environment.          

·         Ability to prioritize and manage workload to meet customer demands and deadlines.

·         Excellent verbal and written communication skills.

·         Possess professional demeanor in a dynamic work environment.

·         Ability to maintain composure in stressful situations.

·         Intermediate PC skills; include Microsoft Office suite, and SAP OTC module.

·         Strong problem-solving skills and ability to make decisions independently.

PREFERRED QUALIFICATIONS

·         Bachelor’s degree (Any stream Science, Commerce, Eng. Etc.)

·         Knowledge of company organizational structure and basic product knowledge

·         Experience in process manufacturing/chemical/pharmaceutical industry.

·         SAP working atmosphere is desirable and will be an added advantage.

All applicants are advised to adhere to the application guidelines for consideration. Only shortlisted candidates will be contacted.

NB: Flexi Personnel does not charge candidates for job placement.