Customer Service Officer

RESPONSIBILITIES:
Order Management
Data entry:
· EDI order management. Review of blocked and incomplete orders ensuring that orders are not unduly delayed.
· Demonstrate expertise in data entry by capturing all customer orders accurately within appropriate cut off periods (capture of orders in various format: DMS, Web /link of customer, Email with Excel, PDF, Word file..)
· An ability to process dedicated customers’ orders per day is critical to ensure all orders are cleared by close of business.
· Amend (adding, changing, deleting) customer orders on request for internal and external stakeholders.
· Maintain the integration of the DMS and the Computerised Order entry Systems in SAP through efficient, accurate processing of all documentation to meet KC’s controls and guidelines.
Credit Control:
· Advise and follow up with Distributors on payment amount to unleash credit.
· Check credit limit of customer prior to order processing
· Coordinate with Finance for exceptions of credit release.
Stock allocation control (Applied for CP plan and Tight supply)
· Control incoming orders versus allocated quantity during effective timing of allocation.
· Alert to customer and related team to balance and switch order if needed to meet business
Create returns orders and follow- up with Sales/Distributors for stock transfer. Analyse market return & refusal to prevent future situations
Understanding the priority and criticality of different customers, channels and situations. Advise K- C internal/external customers of order and delivery problems, stock status and suggest alternatives to assist the customer maintaining sales of K- C products.
Ensure to commit compliment of Internal Audit control for handling Promotion schemes /Gift assignment
Transportation Planning & Trucks Booking
Ensure incoming orders checked and sent to WHs and transportation departments, within the cut off timetable
Manage and create shipment no to measure % full truck by trip by route to ensure Truck Utilization PI achievement and optimize the transportation cost, contributed to distribution cost saving.
Work with transporters for trucks booking.
Well coordinate with Distribution team to apply truck scheduling for trucks arrival in DC to ensure on Time in Full delivery to customers.
Customer Interaction
Provide customers with immediate and relevant feedback and information relating to service delivery, order etas, stock information, pricing and claims received via phone or email.
Maintain good relationship with customers, taking into consideration the sales strategy.
Adhere and comply with standard work practices in line with Kimberly Clark’s policy, procedure and work instructions.
Acting as intermediary between Customer Service, Customer Care, Warehouse and Marketing for unusual enquiries and non- standard requests.
Develop expertise in product knowledge for all Kimberly Clark products and answer general product enquiries.
Add value to customer and company through Order Management process.

Influence customers to modify their ordering behaviours to improve total supply chain performance (e.x influence delivery frequency, order size,..)
Influence supply chain to adjust flexibility and availability levels, in line with the Route- to _market and Logistics strategy

Reporting
Daily track orders and deliveries and sent daily report to GT channel to drive business target.
Extract data from system and run designed reports to support business analysis and decision making (Sales by Category, area, promotion…). Report issues when strategic customers / specific promotion activities are affected by stock or capacity shortage
Understanding Business Impact as proceed & record Order. Escalate as needed. Follow with instruction & alignment
Discuss cost related to services level and customer profitability
Project Improvement / Continuous Improvement
Collaborate with FIN to improve credit check process
Analyse KPIs, monitor trends and determines improvement actions.
Optimize the process by achieving higher efficiency internally. Increase process efficiency by automating routine checks & alert procedure
Increase visibility on customer performance to improve order acceptance process (e.g: ordering patterns, payment histories..)

· REQUIREMENTS
Ability to manage time to achieve tight deadlines
Capable of taking Initiatives & learning Automation
Excellent on Continuous Improvement Mindset
Minimum 2 years of working experience in customer service environment or supply chain area
Computer literacy, including Microsoft Office
Good in English and country specific language/s
Ability to deal sensitively with customer requirements and issues.
Bachelor degree of related field
Strong ability in Resilience & Stress management
Good communication skill.

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Cập nhật gần nhất lúc: 2025-12-13 01:25:02