Senior Office - Customer Service, Agricultural Solutions

Objectives of the Position

Perform order to cash (OTC) process to ensure orders from customers are received, processed and delivered in an efficient and effective manner. The job holder is required to interact and solve problems with service units in order to successfully execute the orders for customers. In addition, support may be provided to other interfacing processes such as account receivables and logistics.

Main Areas of Responsibilities and Key Activities

Order Management

• Perform order processing tasks for outbound and inbound delivery, including sales order (SO), purchase order (PO), delivery order (DO), invoice, sample, free of charge (FOC), promotional material, return order.
• Create credit note, debit note.
• Monitor and collaborate with relevant teams to release blocked orders.
• Collaborate with Sales Support to reflect rebate deduction when invoicing.
• Work with LSP to arrange delivery and inform schedule to Sales Supports.
• Handle customer complaints and raise NCM if needed.
• Handle merchandise through sales, follow up and update delivery schedule, pricing, payment term, HS Code, batch, and shelf life in collaboration with internal teams and distributors.
• Download/ check sales documents e.g., DO, SO, Invoice, COO, COA, PL, BL… if needed.
• Support Credit and Accounts Receivable follow-up.
• Additional tasks within Customer Service team: Provide efficient back-up to team-mates; Take up additional responsibilities upon assignment by team-lead/department head.

Key User:

• Key person for SAP/S4HANA system.
• Act as primary point of contact to help / support the team on system “process” related activities (includes troubleshooting on OTC related system issues).
• Support Business Release Management & project rollouts (includes formulation / sharing of business requirements / ideas, coordinating users’ feedback, performing user acceptance testing, training, etc.)
• Identify gaps and initiate improvement plans/ actions.
• Act as local trainer to train new and existing users of OTC processes.