JOB TITLE: Rep, CS-Segment 1, GSC Solids, GC
ORG UNIT NAME: Petrochemicals SBU
LOCATION (CITY/COUNTRY): Shanghai / China
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JOB PURPOSE
- Mainly handle with accuracy the Order Management and Order Fulfillment to achieve customer satisfaction and to reduce costs by first-time-right orders. Monitor on time payments, on time shipments, monitor credit issues, handling quality notifications, ensure correct master data quality
- Mainly responsible for processing new orders in SAP, booking nominating, monitor shipments, investigate reasons of delay, managing claims (e.g. claims related to returns and damages); processing customers complaints, processing customer related payments (e.g. customer invoices, credit notes and debit notes); maintaining relationships with customers and daily work coordination with logistics service providers and supporting his/her Manager as required.
- Fulfill his/her tasks to support the overall SABIC and SBU strategy and fulfill given targets, act according to SABICs values and mission and promote SABICs brand and brand promise.
Job Responsibilities
Order Fulfillment
Responsible for order fulfillment accuracy to achieve customer satisfaction and to reduce costs by first-time-right orders. Responsible for processing new orders in SAP, coordination with service provider within the agreed allocation with SABIC, nominating transporters, etc.
Order Management
Responsible for timely order management to achieve customer satisfaction and reduce costs by first-time-right orders. Order creation in SAP, process E-commerce orders, collect payment, Monitor shipments, investigate reasons of delay, managing claims (e.g. claims related to returns and damages); processing customers complaints, processing customer related payments (e.g. customer invoices, credit notes and debit notes); maintaining relationships with customers and daily work coordination with third party logistics service providers (3PL) and supporting his/her Manager as required.
Customer Relationship Management
Responsible for non-technical compliant handling process, including non-technical quality notification creation, follow up, feedback and compensation process.Provide a quick and professional response to customer complaints; act as the focal point for customer inquiries and issues; take appropriate action to correct; improve the service or weekness area to avoid repeated complaints.
Reporting and Analysis
- Collect data from SAP system or other system and do necessary analysis per manager's or other related parties request. Provide necessary suggestion to line manager on the OTC processes and procedures.
- Assist manager in consolidating operations status, customer order status and performance reports as is requested by manager.
- Coordinating special reports according to needs from CS manager.
General Tasks other than CSR
- Demonstrate excellent customer engagement behavior
- Actively seek improvement opportunities for OTC process
- Engage in Sales and Operations Plan Meetings, prepare presentations for regional / global meetings as requested by manager.
- Resolve customer and order data Quality related matters in the system.
- Partly responsible for Customer Satisfaction (NPS) and its related reporting
- Participate in Customer Service related projects on demand
- Coach and train new staff
- Guide to assist of the Representatives for timeliness of business events: payments, shipments, debit/ credit notes, etc.
- Take necessary escalation activities to assist the Representatives whenever they have operations inquiry
MINIMUM EDUCATION/EXPERIENCE REQUIREMENTS
- 3-5 years relevant working experience
- Bachelor’s Degree from an accredited university in Operations Management or Supply Chain Management or Logistics or Business Administrative
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.
