Customer Operations Specialist, S.E.A.

SCOPE OF POSITION:

Position acts as a liaison between customer and business. Identify and act on supply issues to minimize impact to the customer. Thoroughly and accurately follows detailed standard procedures and performs duties within prescribed time frames. Customer-focused, a detail-oriented problem solver, process-oriented, and driven to achieve customer outcomes. Ideal candidate is one who is personable with excellent interpersonal skills, will possess a natural drive to leverage the many growth opportunities available within the organization.

ROLES & RESPONSIBILITIES:

The Customer Operations Specialist is responsible for driving supply chain value for strategic customers by planning and executing to a high level of customer service/customer experience enabled by strong internal and external collaboration and communication. This role works in close collaboration internally with product line management, commercial (sales, etc.), and supply chain (SC) teams (plant and regional planners, etc.) to achieve customer service targets, enable revenue/profitability growth, and improve inventory/cash flow performance. 

Provides order management support to business customers (order entry, order maintenance, inventory review, price updates, etc.) and support metrics. Delivers professional, first line customer correspondence including providing conflict resolution. Maintains records of customer profiles and prepares status reports.

• Order Processing: The representative will be responsible for receiving and processing customer orders. They must ensure the accuracy of order information such as item details, quantities, pricing, and delivery information. Proactively monitor/analyze customer fulfillment performance: customer backlog, undated orders, order tracking, inventory, and actions accordingly to meet customer service targets. Monitor and implement actions/strategies to maintain optimum inventory levels balancing supply chain inventory strategies and customer service metrics.
• Inventory Management: Inventory Control: Support the cycle counting processes, full physical inventory counts as needed by Finance/Shared Service Team.
• Assist Customers: Timely response to customer inquiries (i.e. quotations, orders, complaints, information requests, etc.) via phone and email, ensuring that all their questions and issues are addressed promptly and professionally. Competency with flexing across customers, markets, and segments.
• Problem Solving: Investigate, troubleshoot, and resolve any issues or complaints raised by customers, including coordinating with all required internal departments (Order management, Technical Support, Quality, Supply Chain etc.). Ownership of site-specific or division-specific logistics management (ex: return shipment)
• Coordinate with Other Departments: Facilitate timely and effective communications and information flow across internal functions and external business partners supporting assigned customer(s).
• Maintain Customer Records/Documentation: Keep accurate records of all orders, customer interactions, detailing inquiry, complaint, or request, and related transactions, as well as actions taken.
• Improve Customer Experience: Identify trends in customer feedback and recommend process and/or service improvements. This could also involve developing and implementing new procedures.
• Product Knowledge: Should have a general understanding of the company's products and services.
• Transportation Execution:

Book, confirm, and schedule shipments with Corning logistics providers.

Daily activities including receipt, data entry of milestones, and updates for all ocean and air shipments.

Provide track and trace support or escalation support across all modes of transportation: ocean, air, parcel and truck.

Communicate updates to key stakeholders.

Input and manage key transportation transactional data out of system or in ERP system (ex: transit times, order close outs, etc.)

Ensure logistics procedures are being followed throughout the shipment process

Participate regular operational review meetings

Support product classification application (HS code determination), special import permit applications and inspection survey with government authorities to comply with Customs regulations and policies.

Submit and management carrier spot quotes as needed

Submit air freight approvals (PTAs)

Manage weekly and monthly freight payment

• Shipping Accuracy: Ensure the accuracy and timeliness of domestic and international customer shipments, minimizing complaints and quality issues.
• S4Hana SD OTC-LES User: To support User Acceptance testing(UAT), and ensure system changes (patches, upgrades, etc.) align with overall architecture and security policies. Customize system fields, workflows, and parameters to meet evolving business needs.
• Teamwork: As a Customer Operations Specialist, they should work effectively in a team setting, coordinating with other departments and team members to ensure customer satisfaction and smooth business operations.
• Compliance: Ensure compliance with company policies and regulations, support trade control and compliance procedures & processes to ensure regulatory compliance (ex: documentation handoff).
• Others: Support cost saving initiatives, lean initiatives, and process improvement or customer program projects. Participation in training, testing, and project related activities as identified.

QUALIFICATIONS, EDUCATION AND EXPERIENCE: 

• Bachelor degree in Supply Chain & Logistics or related field of study preferred.
• Minimum 3-5 years customer service and or supply chain experience.
• Solid understanding of Southeast Asia (domestic and international) shipping regulations, customs, and trade compliance requirements.
• Proficiency knowledge in S4Hana, SAP ECC system (order entry and billing)
• Knowledge of inventory management processes, including cycle counting and physical inventory audits.
• Outstanding Microsoft Excel skills, and proficiency in Power BI or Automate applications.
• Strong attention to detail, experienced at building relationships and working across many different areas.
• Able to effectively manage multiple activities in a fast-paced environment.
• Gathers information independently using established and well-defined procedures to problem solve, make decisions, and prioritize.
• Ability to negotiate and resolve issues across multiple functions.

REQUIRED OR DESIRED SKILLS: 

• Proficiency in Supply Chain concepts and processes.
• Super User in S4Hana or SAP ECC (OTC-LES)
• Customer focus: Able to gather and understand customer requirements and objectives.
• Ability to handle difficult customers with diplomacy and professionalism.
• Positive attitude, team player.
• Support import / export compliance activities to ensure adherence to regulations and optimize operational efficiency.
• Strong problem-solving skills, conflict management and ability to drive results through others (inside the function and outside the function)
• Capable of prioritizing and executing on multiple priorities
• Ability to comprehend, analyze, and solve complex process problems.
• Strong communication and presentation skills, ability to communicate effectively.
• Multilingual proficiency (English, Mandarin and/or Bahasa Melayu), to liaise with relevant counterparts and stakeholders.