Job Description
Purpose of Position
- The incumbent manages the India operations of order process and ensures on-time in-full delivery of products and services to customers. The candidate would play an important role for supply chain in India.
- Responsible for the effective and timely order management
- Ensure customers are responded to promptly and professional when dealing with the customer service team
- Lead in working with commercial team to achieve sales targets, and effective tracking process to ensure accurate timely sales volume reporting
- Responsible to ensure continue improvements with the commercial and supply chain team, focusing on meeting the needs of the customer.
- Ensure adherence to SOX controls and other Huntsman standards
Principal Accountabilities
Customer Service Performance Management Implement customer service policies and procedures Handle complex and escalated customer service issues Analyze relevant data to determine customer service outputs Improve customer service team quality performance by studying and redesigning process. Re-establish and communicate service KPIs, monitor and analyze. Support and implement growth strategies
Order fulfilment and Delivery Solution/Operations Ensure that customer order requirements are clearly represented by way of order entry. Verify that Huntsman can accept all details of the order including all customers special order requirements. Ensure pricing policy and approval process is strictly executed. Process orders accurately and efficiently according to established procedure Make commercial decisions objectively and within agreed guidelines while ensuring a high level of customer care. Complete all necessary administration and customer follow up as required and ensure that customer database is kept updated. This includes Customer master data, outline agreements, prices, commissions, rebates and Customer specific sales specifications. Ensure error free invoicing routines to reduce issuance of credit notes
After sales service To ensure that all customers' complaints are communicated to relevant sales representative. To gather information, analyze, report and propose a solution to customer with close co-operation with the sales representative and other related functions. To manage customer complaints actively and ensure that they are logged in and resolved without delay. Remain aware of the problem solving process at any point in time and ensure that the customer is kept informed on a timely basis of progress. The same applies for customer reports of non-conformances and concerns, as well as handling of customer claims. To ensure that the corrective action is promptly and accurately implemented and all the information are proper recording in the Corrective Actions database.
Imports Customs Management Handle queries and clarifications with India customs for customer related issues Prepare required documents on time, with accuracy
Compliance Participate where necessary in ISO and quality process to ensure procedures and working instructions are properly followed. Ensure customer service activities are fully compliance in ISO, SOX, EHS, legal etc. Ensure that all customer receive their product's MSDS/PDS and keep a clear records and filing of the customer's receipt confirmation; Bear in mind and remind others among teams that E&HS is the first priority during daily activities; For foreign trade, understanding of Denial Party, Trade Embargo, and Regulatory is a must. And get help form EHS when necessary.
Significant Working Relationships
- Supply Chain Operations Senior Associate (SCSA) reports into and receives guidance and direction from SEA Customer Service Supervisor. SCSA works with Commercial Managers and Sales Managers for customer order requirements. SCSA works with the supply chain team to ensure smooth order process and delivery customers.
Background Knowledge Required for Position
Education : 4 years university degree or above, preferably major in Chemical/ Trade/ Finance
Experience: Minimum 7 years relevant experience, 2 years team management experience preferred though currently it is an individual contributor role
- The jobholder must have a detailed understanding of their Customers business and be fully aware of their requirements, needs and order patterns. In addition the jobholder must proactively contact Customers in order to ensure that Customers needs are fully met.
- The jobholder must also have a solid knowledge of our internal organization, specifically around people, processes, technology and products, as well as our routes to market.
- Its essential that the job holder has experience working in an Multi-National Company of similar nature.
- IT skills become more and more important in a changing business environment (SAP, Navigator, Intranet, Internet based applications and channels to market etc).
- Besides his/her own mother tongue, a good knowledge of the English language is essential in order to communicate effectively with internal and external customers.
- Excellent communication skills to effectively deal with internal and external customers.
- Job holder needs to be stress tolerant to deal with varying workload and potential problems or Customer issues.