Customer Service Officer

· RESPONSIBILITIES:

Order Management

o Data entry:

· Demonstrate expertise in data entry by capturing all customer orders accurately within appropriate cut off periods (capture of orders in various format: DMS, Web /link of customer, Email with Excel, PDF, Word file..)

· Maintain the integration of the DMS and the Computerised Order entry Systems in SAP through efficient, accurate processing of all documentation to meet KC’s controls and guidelines.

· EDI order management. Review of blocked and incomplete orders ensuring that orders are not unduly delayed.

· Amend (adding, changing, deleting) customer orders on request for internal and external stakeholders.

· An ability to process dedicated customers’ orders per day is critical to ensure all orders are cleared by close of business.

o Credit Control:

· Check credit limit of customer prior to order processing

· Coordinate with Finance for exceptions of credit release.

· Advise and follow up with Distributors on payment amount to unleash credit.

o Stock allocation control (Applied for CP plan and Tight supply)

· Control incoming orders versus allocated quantity during effective timing of allocation.

· Alert to customer and related team to balance and switch order if needed to meet business

o Ensure to commit compliment of Internal Audit control for handling Promotion schemes /Gift assignment

o Understanding the priority and criticality of different customers, channels and situations. Advise K-C internal/external customers of order and delivery problems, stock status and suggest alternatives to assist the customer maintaining sales of K-C products.

o Create returns orders and follow-up with Sales/Distributors for stock transfer. Analyse market return & refusal to prevent future situations

Transportation Planning & Trucks Booking

o Ensure incoming orders checked and sent to WHs and transportation departments, within the cut off timetable

o Manage and create shipment no to measure % full truck by trip by route to ensure Truck Utilization PI achievement and optimize the transportation cost, contributed to distribution cost saving.

o Work with transporters for trucks booking.

o Well coordinate with Distribution team to apply truck scheduling for trucks arrival in DC to ensure on Time in Full delivery to customers.

Customer Interaction

o Adhere and comply with standard work practices in line with Kimberly Clark’s policy, procedure and work instructions.

o Provide customers with immediate and relevant feedback and information relating to service delivery, order etas, stock information, pricing and claims received via phone or email.

o Develop expertise in product knowledge for all Kimberly Clark products and answer general product enquiries.

o Acting as intermediary between Customer Service, Customer Care, Warehouse and Marketing for unusual enquiries and non-standard requests.

o Maintain good relationship with customers, taking into consideration the sales strategy.

o Add value to customer and company through Order Management process.

• Influence customers to modify their ordering behaviours to improve total supply chain performance (e.x influence delivery frequency, order size,..)
• Influence supply chain to adjust flexibility and availability levels, in line with the Route-to _market and Logistics strategy

Reporting

o Extract data from system and run designed reports to support business analysis and decision making (Sales by Category, area, promotion…). Report issues when strategic customers / specific promotion activities are affected by stock or capacity shortage

o Daily track orders and deliveries and sent daily report to GT channel to drive business target.

o Understanding Business Impact as proceed & record Order. Escalate as needed. Follow with instruction & alignment

o Discuss cost related to services level and customer profitability

Project Improvement / Continuous Improvement

o Optimize the process by achieving higher efficiency internally. Increase process efficiency by automating routine checks & alert procedure

o Increase visibility on customer performance to improve order acceptance process (e.g: ordering patterns, payment histories..)

o Collaborate with FIN to improve credit check process

o Analyse KPIs, monitor trends and determines improvement actions.

· REQUIREMENTS

o Bachelor degree of related field

o Minimum 2 years of working experience in customer service environment or supply chain area

o Good communication skill.

o Excellent on Continuous Improvement Mindset

o Strong ability in Resilience & Stress management

o Capable of taking Initiatives & learning Automation

o Good in English and country specific language/s

o Computer literacy, including Microsoft Office

o Ability to deal sensitively with customer requirements and issues.

o Ability to manage time to achieve tight deadlines