Contributes, communicates and builds good relationship with external / internal customers / stakeholders:-
a) Partners with relevant counterparts to ensure the scope and agreements of goods rendered are communicated in a timely manner and accurately.
b) Acts as a contact point for customer enquiries such as pricing, product information, delivery tracking, distributor search information and order status.
c) Manages customer grievances and complaints professionally by actively communicating status, investigation results and corrective action to customer and ensure timely closure for non-product quality complaints. This includes working with responsible departments’ personnel (warehouse, supply chain, key accounts, sales team).
d) Captures market intelligence from daily interactions with customer, customer expectations / requirement and feedback to functional teams.
Implements an effective order and delivery management process:-
a) Executes and monitors an effective order management process including sales order creation, processing changes and returns, following up on blocked orders, handling of CN / DN, sample management upon request, shipping and delivery tracking including keeping track on shipping documents and dispatch to customers if required, processing with right data to dispatching correct and accurate information and billing, coordinating with 3PL on delivery to customer and communicating to customers on all order management matters.
b) Supports Credit Management on billing and Account Receivable management such as monthly closing and billing correction, handles invoice discrepancies, monitors customer payment schedule and follows up on overdue payment with customers or Sales persons, processing credit/debit notes and rebates, etc.
c) Provides reports and analysis to relevant parties to make business decisions and actions which is not limited to identify, plan and monitor customers buying pattern so that we can anticipate customer needs, thus enhances customer experience.
d) Provides order status report and monitors customers’ order placement against sales forecast and communicate with Sales persons if orders are not within forecast.
e) Maintains an accurate master data process.