Customer Service Officer

Customer Service Officer

Job Description

Customer Service Officer

You’re not the person who will settle for just any role.

Neither are we.

Because we’re out to create Better Care for a Better World, and that takes a certain kind of person and teams who care about making a difference.

Here, you’ll bring your professional expertise, talent, and drive to building and managing our portfolio of iconic, ground-breaking brands.

In this role, you’ll help us deliver better care for billions of people around the world.

It starts with YOU.

In this role, you will:

Responsibilities

Order Management


* Data entry:
+ 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..)
+ 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.
+ EDI order management.

Review of blocked and incomplete orders ensuring that orders are not unduly delayed.
+ Amend (adding, changing, deleting) customer orders on request for internal and external stakeholders.
+ An ability to process dedicated customers’ orders per day is critical to ensure all orders are cleared by close of business.



* Credit Control:
+ Check credit limit of customer prior to order processing
+ Coordinate with Finance for exceptions of credit release.
+ Advise and follow up with Distributors on payment amount to unleash credit.



* 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


* Ensure to commit compliment of Internal Audit control for handling Promotion schemes /Gift assignment


* 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.


* Create returns orders and follow-up with Sales/Distributors for stock transfer.

Analyse market return & refusal to prevent future situations

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 ...