Officer, Customer Service, Care Chemicals - Mandarin Speaking

Objectives of the Position        

• Ensure accurate, timely, and compliant execution of end‑to‑end Order‑to‑Cash (OTC) processes.
• Deliver professional and consistent customer service to assigned customers and accounts.
• Support Customer Service Supervisors and cross‑functional partners to ensure stable operations and customer satisfaction.
• Contribute to process discipline, service quality, and continuous improvement in daily operations.

Main Tasks

1. Order‑to‑Cash (OTC) Operations

• Create, maintain, and process sales orders in SAP, including order creation, changes, and completion.
• Monitor order status, delivery progress, and invoice status; follow up with planners, logistics, and supply units to ensure on‑time fulfillment.
• Proactively communicate delivery updates, order changes, and exceptions to customers and internal stakeholders.
• Handle returns, credit notes, debit notes, and other exceptional order scenarios according to procedures.

2. Customer Interaction & Service Management

• Act as the primary contact for customer enquiries, requests, and service‑related issues.
• Ensure professional, timely, and solution‑oriented communication with customers.
• Support long‑term customer relationships through reliable service execution and customer focus.
• Coordinate closely with Sales to align on customer priorities and service expectations.

3. Documentation & Compliance

• Prepare and verify order‑related and shipping documentation in a timely and accurate manner.
• Ensure compliance with internal policies, trade regulations, and customer requirements.
• Maintain accurate master data and transactional data in SAP systems.

4. Complaint & Issue Handling

• Register and manage customer complaints in the NCM system.
• Coordinate with internal stakeholders (Quality, Logistics, Sales, Finance) to resolve issues effectively.
• Support investigation, corrective actions, and follow‑up communication with customers.

Requirement:

• Bachelor’s degree in Business Administration, Supply Chain Management, Logistics, or equivalent experience.
• Minimum 2 years of experience in Customer Service, Supply Chain, Logistics, or related operational roles.
• Hands‑on experience with OTC processes in a B2B environment.
• Solid SAP system knowledge and good PC skills for daily operations.
• Familiarity with foreign trade practices and customer service procedures.
• Strong sense of responsibility, customer orientation, and attention to detail.
• Ability to manage routine operations independently and escalate issues appropriately.