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.