CSR for Personal Care & Household - SEA Region

Location Bangkok
Discipline Customer Service
Salary Negotiable
Job Start Date -

​Responsibilities:

• Receiving customer Purchase Order (email, fax, phone, customer portal), checking all conditions PO for correctness as per Ashland guidelines and convert to Sales Order in SAP

• Running Availability check (ATP) in sales order and coordinating with supply planning team across all exporting regions in US/EU/China/India/SG for stock availability, material allocation

• Coordinating with all export regions for vessel booking and tracking to ensure smooth shipping operations, meet distributors / customers request ETA.

• Co-ordinate with export CSR for shipping document like BL, COO, COA, MSDS, Invoice etc. and ensure checking of all documents before sharing to customer by email & courier as required.

• Create Documentary collection letter for customers as and when required.

• Proactively track ETA's or changes, pre-alert sales & customer of potential issues (customs clearance etc.) and check with customer on actual receipt and satisfaction of goods.

• Run Sales order management report & scheduling Report to check and rectify orders on credit, Billing Blocks and unconfirmed material & also to follow up on deliveries.

• Request Free Trade Agreement Certificate for relevant countries

• Coordinate with Global trade compliance team for correct HSN classification

• Arrange with Plant and follow up on pre-shipment sample to Distributors or customers if any.

• Request sample and coordinate with Sample Team for customer's production trial / evaluation.

• Support commercial team to download COA, MSDS, TDS, PDS, or to co-ordinate with other regional contact points to provide any other documents which are required by customers

• Monitoring payment schedule from customer to avoid overdues

• Set up of credit limits in consultation with commercial & credit teams

• Coordinating with credit managers for order release

• Coordinate with Quality Team on product quality, retest possibility, etc (when there is any customer’s related enquiries, requests or issues)

• Checking shelf life ensuring proper communication on shelf life queries

• Setting up of new customer; coordinating with master data teams to set up Sold to/Ship/Bill to etc. using Winshuttle. Change master data and corresponding CMR records as and when required thru Master data team.

• Creating Return orders, Credit/debit notes in SAP and provide to customers

• Raising Complaints using (Quality incident management system) for registering customer complaints after following up on all relevant documents for investigation.

Qualification:

• At least 8-10 years working experience in customer service, sales support and with some sound knowledge on import/export.

• Good command of both written and spoken English.

• Applying SAP knowledge in work and help share knowledge among team members to work thru the same standard and SOPs

• Excellent knowledge and application of SAP SD module with good grasp of MM module, Knowledge of EHS, GTS blocks in order

• T codes – VA01, VL01n, VT01n, VF03, VF05, VL09, MD04, MMBE, MM02 and customized Y & Z reports.