Customer Service Executive

Synthomer Job Opportunity

Main Accountabilities: Contributes, communicates and builds good relationship with external / internal customers / stakeholders:

• Partners with relevant counterparts to ensure the scope and agreements of goods rendered are communicated in a timely manner and accurately.
• Acts as a contact point for customer enquiries such as pricing, product information, delivery tracking, distributor search information and order status.
• Manages customer grievances and complaints professionally by actively communicating status, investigation results and corrective action to customer and ensure timely closure for non-product quality complaints. This includes working with responsible departments' personnel (warehouse, supply chain, key accounts, sales team).
• Captures market intelligence from daily interactions with customer, customer expectations / requirement and feedback to functional teams.

Implements an effective order and delivery management process:

• Executes and monitors an effective order management process including sales order creation, processing changes and returns, following up on blocked orders, handling of CN / DN, sample management upon request, shipping and delivery tracking including keeping track on shipping documents and dispatch to customers if required, processing with right data to dispatching correct and accurate information and billing, coordinating with 3PL on delivery to customer and communicating to customers on all order management matters.
• Supports Credit Management on billing and Account Receivable management such as monthly closing and billing correction, handles invoice discrepancies, monitors customer payment schedule and follows up on overdue payment with customers or Sales persons, processing credit/debit notes and rebates, etc.
• Provides reports and analysis to relevant parties to make business decisions and actions which is not limited to identify, plan and monitor customers buying pattern so that we can anticipate customer needs, thus enhances customer experience.
• Provides order status report and monitors customers' order placement against sales forecast and communicate with Sales persons if orders are not within forecast.
• Maintains an accurate master data process.

Expected Deliverable: Accurate information for the customer enquiries, Right shipment order fulfilled with right delivery with right invoice at the right time and achieve at lowest possible supply chain cost, Service level agreement and feedback from customer on the level of service, Effective / value add customer service to support internal and external customers, Stock availability to supply for customers, Achieves high level customer satisfaction, daily and monthly service level report, market return report, replacement in kind report, and Month end closing, availability of documents and its accuracy.

Other Responsibilities:

• Adheres to Site Safety, Health & Environment (SHE) and Quality Management System (QMS) procedure and work towards the overall objectives of the Company.
• Carries out any other duties as assigned by the superior as and when required.

Why Synthomer?

We are ambitious! We have grown significantly – both organically and inorganically. We are a FTSE 250 listed company, 22% of our revenue comes from newly commercialized products, and we're recognized in the top-quartile for chemicals manufacturing safety.

We believe in high challenge, high support! We are keen to let you contribute in real roles from day 1. We expect a lot, but offer a lot, too. This includes onboarding, induction and learning events, networking opportunities, mentoring and personal development planning. So, be up for an inspiring long-term career adventure.

We personalize our approach to development! At Synthomer, you won't find generic career tracks or development programs but rather a one-size-fits-one approach to employee development. We'll partner with you to ensure you have the right experiences that build your capabilities and accelerate your career growth.