Customer Service Specialist

Segment Management
-Has functional responsibility for all segments under Omya entities in Malaysia.
-Recommend potential segment improvements to management by collecting customer information and analyzing customer needs.
-Provide accurate, valid and complete information for a specific segment internally and externally related to order management.
-May supervise or oversee junior Customer Service Representatives.

Customer Pricing
-Enter and maintain pricing and customer details in appropriate systems.
-Verify customer pricing and terms of sale and maintain SAP customer quotations, summary billing setup and rebates in SAP & Salesforce system.
-Communicate with Sales group to ensure customer pricing and requirements are understood and correctly input into SAP & Salesforce Price Offer Management system as well as ensure that all are informed of key issues/accounts.

Order Management
-Input accurate customer order information into SAP in accordance with procedures set forth by the department Manager.
-Complete and obtain Sales approval for product quality deviations.
-Communicate with plant shipping department to provide order information and set delivery dates on a timely basis to facilitate production planning and scheduling.
-Follow up with transportation suppliers and warehouse suppliers to ensure that orders are shipped as scheduled and advise customer of shipping details.
-Keep customers and Sales advised of any problems or delays with their orders, any potential supply disruption and/or price variation.
-Process returns, credits and debits in SAP in accordance with existing procedures.
-When applicable monitor and process EDI orders in accordance with existing procedures.
-Assisting shipping functions for all export orders; in coordination with Logistics and the warehouse to ensure proper carrier arrangement and accurate billing in SAP being done on timely manner.
-Coordinate imported products, vendor or via the chain order process in SAP.

Customer Requests and Complaints
-Take care of the most complex customer requests and complaints, and with all requests and complaints regarding a specific segment.
-Monitor the resolution of customer problems and/or complaints resulting from incorrect pricing, non-conforming products and other related issues.
-Close complaints in the Salesforce Claims database in accordance with existing procedures.
-Follow up all customer enquiries & update Salesforce Case Management.
-Attend customer meetings and visits to customer sites when applicable.

Management Support
-Perform work duties in support of Customer Service Manager and reporting.
-Assist in monthly & yearly ending book closing in SAP under SDLE.
-Assist in stock count activities in external warehouse as and when needed & to reconcile the book.

JOB REQUIREMENTS :
-Degree/ Professional Qualification.
-Minimum 5 years of prior experience in the areas of customer service, with the emphasis on manufacturing segment.
-Experience in export/import transportation or international business in the industrial chemical market is beneficial.
-High degree of customer focus.
-Solid expert knowledge of a specific segment.
-Excellent organizational and interpersonal skills.
-Computer skills and proficiency with automated sales systems.
-Ability to act quickly and accurately and function in a fast-paced & dynamic environment.
-Ability to perform multiple tasks under pressure and analyze problems with minimum supervision.
-Working knowledge of Microsoft Word and Excel.
-Working knowledge of Salesforce & SAP preferred.
-Ability to develop rapport with customers, vendors & internal cross-functional department.
-Excellent command of both oral and written English and Malay are required.
-Command of both oral and written Mandarin language is preferred due to Mandarin speaking clients.
-Must be a good team player & contributor.
-Readiness to travel occasionally.