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Job Summary
The role is responsible for the end-to-end Order To Cash process ensuring on-time order fulfillment in Business-to-Business support at the country or regional level. This includes sales order management of domestic, export, and consignment orders based on policy; customer complaint coordination; operational problem solving; timely follow-up of order fulfillment with cross-functional collaboration; proactive communication with customers; and implementing work process enhancements via best practice sharing within the team.

This entails managing customer orders including domestic, export, and consignment orders; handling order entry, confirmation, invoice issuance, and follow-up until delivery; documenting and resolving any issues that may arise.

To achieve this, you will be working closely with internal stakeholders to ensure timely communication and appropriate actions are taken regarding customer complaints and escalations.

You will also be required to respond promptly and accurately to customer inquiries; build strong partnerships with internal and cross-functional teams; ensure smooth logistics processes including daily delivery operations and follow-up with forwarders; support the implementation of work processes, techniques, and systems; share knowledge and contribute to continuous improvement in order management processes.

Responsibilities
  1. Manage customer orders including domestic, export, and consignment orders based on policy; handle order entry, confirmation, invoice issuance, and follow-up until delivery, including documentation and problem-solving.
  2. Ensure timely and accurate LOR entry for delayed orders.
  3. Coordinate customer complaints and escalations with relevant internal stakeholders, ensuring timely communication and appropriate actions.
  4. Respond promptly and accurately to customer inquiries.
  5. Build strong partnerships with internal and cross-functional teams.
  6. Ensure smooth logistics processes, including daily delivery operations and follow-up with 3PL and 4PL forwarders.
  7. Support the implementation of work processes, techniques, and systems; share knowledge and contribute to continuous improvement in order management processes.
  8. Manage disputes (credit/debit/returns), follow-up approval processes, and system entries (PR1).
  9. Ensure full compliance with all customer service processes to meet internal/external audit requirements such as FSSC 22000 and government audits.