Customer Service Representative

About the Role:

Reporting to the Customer Service Team Leader, you are the primary point-of-contact with customers to maximize customer service efforts through prompt, efficient and accurate order confirmation and fulfillment, knowledge and understanding and preparation of required order and documentation to contribute to the business and enterprise strategy and profitability. Provide back-up support to the sales group for fielding issues and complaints. Communicate with various levels of staff, customers, local and regional management, and global locations where the business group has manufacturing/distribution locations.

Other responsibilities include executing liaison actions and interfacing with sales, marketing, customers, plants, regional hubs, transportation agencies, logistics service provider, banks and various internal departments, supporting sales/ marketing, customer service and supply chain groups as well as resolving customer complaints and following up on actions. Co-coordinating material returns and following up on credit adjustments as well as maintenance of customer database and service histories are also expected.

This position is based in Mumbai, India.

Key Accountabilities:

Operations

• Manage and follow-up enquiries (general product info, proforma invoice/letter of credit, sample requests, product availability)
• Receive and process orders and managing the order-to-cash process
• Prepare full set of shipping documents
• Be first contact in case of emergency or complaint
• Manage correction process (goods return, credit/debit note requests) and other returns
• Coordinate with business units and work as a team with supply chain, finance, credit etc.
• Establish working relationship within Borouge
• Proactively identify, propose and implement improvements to systems & processes to achieve quality and efficiency

Customer

• Identify customer needs and resolve immediate issues or highlight it to a higher level of authority
• Maintain an ongoing relationship with key customers
• Coordinates specific work tasks with other personnel within the department as well as with other departments in order to ensure the smooth and efficient flow of information

Interfaces

• Serve as a communication link between customers and other departments
• Report pertinent information to the immediate supervisor as requested, or according to an established schedule
• Compile information as necessary or as directed and provides data as needed
• Cooperate with, participate in, and support the adherence to all internal policies, procedures and practices in support of risk management and overall safety and soundness and the company compliance with all regulatory requirements

About You:

• Minimum Diploma up to Bachelor Degree
• Minimum 3 years of relevant experience in customer service/order fulfilment
• Good spoken/written communication skills in English
• Experience in servicing the Asia Pacific region
• Knowledge and understanding of transportation modes (air/sea), the freight forwarder industry, export documentation, government regulations and export controls requirements
• Experience with Letter of Credits reading and execution of documents to banks
• Good understanding of manufacturing scheduling and lead times.
• Concern for order quality accuracy
• Excellent SAP and spreadsheet/document software interfacing skills
• Good planning, analytical, interpersonal and enjoy challenges
• Team player and customer orientation
• Able to work in a multi-cultural team environment
• Cultural awareness of the countries served