Customer Service Specialist

**Key Accountabilities** **Segment Management** * Has functional responsibility for all segments under Omya entities in Malaysia. * Recommend potential segment improvements to management by collecting customer information and analyzing customer needs. * Provide accurate, valid and complete information for a specific segment internally and externally related to order management. * May supervise or oversee junior Customer Service Representatives. **Customer Pricing** * Enter and maintain pricing and customer details in appropriate systems. * Verify customer pricing and terms of sale and maintain SAP customer quotations, summary billing setup and rebates in SAP & Salesforce system. * Communicate with Sales group to ensure customer pricing and requirements are understood and correctly input into SAP & Salesforce Price Offer Management system as well as ensure that all are informed of key issues/accounts. **Order Management** * Input accurate customer order information into SAP in accordance with procedures set forth by the department Manager.  * Complete and obtain Sales approval for product quality deviations. * Communicate with plant shipping department to provide order information and set delivery dates on a timely basis to facilitate production planning and scheduling. * Follow up with transportation suppliers and warehouse suppliers to ensure that orders are shipped as scheduled and advise customer of shipping details.  * Keep customers and Sales advised of any problems or delays with their orders, any potential supply disruption and/or price variation. * Process returns, credits and debits in SAP in accordance with existing procedures. * When applicable monitor and process EDI orders in accordance with existing procedures. * Assisting shipping functions for all export orders; in coordination with Logistics and the warehouse to ensure proper carrier arrangement and accurate billing in SAP being done on timely manner. * Coordinate imported products, vendor or via the chain order process in SAP. **Customer Requests and Complaints** * Take care of the most complex customer requests and complaints, and with all requests and complaints regarding a specific segment. * Monitor the resolution of customer problems and/or complaints resulting from incorrect pricing, non-conforming products and other related issues. * Close complaints in the Salesforce Claims database in accordance with existing procedures. * Follow up all customer enquiries & update Salesforce Case Management. * Attend customer meetings and visits to customer sites when applicable. **QSHE** **Compliance** * Maintain safe working conditions and practices to achieve a zero (0) lost time injury record within the area of responsibility. * Perform work duties in accordance with Quality System Manual procedures & company policy. * Participate in all QSHE related activities as per required for the department. **Management Support** * Perform work duties in support of superior and reporting. * Assist in monthly & yearly ending book closing in SAP under SDLE. * Assist in stock count activities in external warehouse as and when needed & to reconcile the book. **Solid line(s) to** Head of Customer Service (Malaysia) **Dotted line(s) to** n/a **Number of direct reports** n/a **Number of total reports** n/a **Number of dotted line(s) reports** n/a **Performance Measures** * Ensure all customer’s demand and requirements are resolved with exception on pricing & sales terms & conditions. * Ensure all orders are entered accurately and quickly to minimize any delays in delivery of product on the required date. * Ensure that invoicing is executed in a timely and accurate way. * KPIs agreed in yearly MbO. **Internal contacts** * Supply Chain Management * Sales * Customer Service * Logistics * Warehouse * Operations * Finance **External contacts** * Customers * Suppliers, intermediaries, 3rd party service providers, vendors **Education** Degree/ Professional Qualification. **Experience** * Minimum 5 years of prior experience in the areas of customer service, with the emphasis on manufacturing segment. * Experience in export/import transportation or international business in the industrial chemical market is beneficial **Knowledge and skills** * High degree of customer focus. * Solid expert knowledge of a specific segment. * Solid & professional communication skills both written and verbal. * Excellent organizational and interpersonal skills. * Computer skills and proficiency with automated sales systems. * Ability to act quickly and accurately and function in a fast-paced & dynamic environment. * Ability to perform multiple tasks under pressure and analyze problems with minimum supervision.  * Ability to always maintain confidential information. * Working knowledge of Microsoft Word and Excel. * Working knowledge of Salesforce & SAP preferred. * Ability to develop rapport with customers, vendors & internal cross-functional department. **Other requirements** * Excellent command of both oral and written local language and English are required. * Command of both oral and written Chinese/Mandarin language is preferred. * Must be a good team player & contributor. * Readiness to travel occasionally. #LI-DNI