Act as the primary point of contact for customer inquiries, complaints, and feedback, ensuring timely and satisfactory resolutions.
Generate quotations, provide them to customers, and follow up on order receipt in a timely manner.
Review and process customer orders.
Liaise with customers to clarify order discrepancies and confirm orders.
Coordinate with Supply Chain Department for stock availability and delivery dates.
Issue Purchase Orders to suppliers and monitor incoming shipments.
Communicate with customers on estimated delivery dates and obtain customer acceptance.
Initiate purchase or delivery arrangements as per documented procedures.
Oversee the processing of customer orders from initiation to delivery, ensuring accuracy and timeliness.
Coordinate closely with the Logistics and Sales teams to meet customer delivery expectations.
Support customers across the Performance Products and Polymer business segments, including those in the aerospace and composites industries, ensuring timely order fulfilment and compliance with applicable quality requirements.
Receive forecasts from customers and plan and maintain appropriate inventory levels.
Analyse customer feedback and work with management to enhance service quality and improve business workflows.
Build and maintain strong relationships with key customers, understanding their needs and ensuring they are met.
Monitor and update price lists for the division's products.
Assist the Finance Department with invoice submission.
Assist the Finance Department in following up on customer payments.
Support ad-hoc tasks such as generating necessary sales reports.
Ensure implementation and compliance with the requirements of the AS9120 Aerospace Quality Management System (AQMS) and ISO 14001 Environmental Management System (EMS).
Ensure procedures, standards, and guidelines are followed and maintained.
Competency Requirements:
Diploma-level education or equivalent.
Proven experience in Customer Service, with at least 1-3 years of relevant experience.
Strong understanding of customer service principles and practices, preferably in the polymer or related industry.
Excellent communication and interpersonal skills, with the ability to manage challenging customer situations with diplomacy and professionalism.
Proficiency in SAP Business One (SAP B1) preferred.
Ability to work independently, prioritize tasks, and manage time effectively.
