DUTIES AND RESPONSIBILITIES
- Manage the over-all customer service functions of McAsia.
- Manage the Order-to-Cash process: end-to-end process of the order fulfilment process
- Accurately maintain the customer data at SAP ensuring that relevant customer information is accurately captured in the system
- Collaborate with Sales on specific customer requirements to ensure timely order processing and delivery of orders to customers, including Invoicing. This includes all customer requirements for packaging, documentation and POD.
- Monitor Customer Order Patterns to develop strategies on how to better service the customer
- Collaborate with Sales and Marketing to strengthen Customer Relationship Management process.
- Coordinate with Demand and Replenishment on product availability as well as with Logistics Operations for customer delivery.
- Resolve any issue of the customer with regards to their requirements from order taking to delivery.
- Ensure that appropriate credit limits, in collaboration with Finance and Sales, are maintained in the system and recommend changes in limits as necessary.
- Manage the returns management process and issuance of credit memos.
- Monitor accounts receivables and take appropriate action to resolve issues and ensure timely payment of customers.
- Monthly reporting of Customer Service performance.
- Provide training and development programs to the Customer Service staff in accordance with their competency requirements
- Prepare risk management assessment and ensure that appropriate mitigating and contingency plans are in place.
- Perform all other functions that may be assigned by the Manager from time to time.
REQUIREMENTS
- Four-year college degree or equivalent
- Knowledge of supply chain management and the customer service function
- Computer literate
- Basic finance control understanding
- Minimum three (3) years of experience in Supply Chain, preferably in the FMCG industry
