SUMMARY OF ROLE
To support the activities of the Customer Service Manager through clerical and administrational duties and to ensure efficient supply processes and excellent customer service. This includes communication with Markets, processing JDE invoices, credit notes, collation of documentation required for the despatch of goods.(e.g.: COA, etc..)
Act as the ‘voice of the Customer’ within the RB Bangplee operation and provide a focal point for the flow of requirements information from customers to RB Bangplee and back to markets.
•Coordinate the input and maintenance of JDE/EDRP static data for existing and new products (RB & 3rd Party), ensuring a high standard of data quality is maintained.
•Proactively manage the required flow of information from specific areas of the RB Bangplee operation (Technical, Quality, Release For Sale) back to the markets supply team to ensure timely and justifiable decisions can be made.
•Take ownership of site’s finished goods stock levels and ensure they will be on target
•Extract, analyse and publish accurate data from SNP/JDE for use in the monthly S&OP Process and KPI reporting.
•Review freight invoices to verify and reconcile cost and attribute appropriate cost to markets in the freight log.
•Provide continuous information to customers on the status of the orders. Activity involves continuous discussion, working with Planning and Warehouse.
•Receive and input customer orders and maintain the forecast file.
•Operate the despatch/order release process in order to minimise stock transit times. The process will involve resolution of data and process issues that prevent the standard release process from operating e.g. Quality release as well as running routine reports e.g. stock with no orders, reconciliation of Unison v’s JDE orders. Provide accurate and timely data to 3rd party service providers to enable prompt and quality despatch of goods.
•Establish yourself as the first point of contact for all customers requiring information on the status of supply. This will involve discussion with Planning, Manufacturing, and Quality & Warehouse staff.
•Operate the ‘Make To Order’ (MTO) Customer service process including receipt/input of orders and customer order updates, including UK Shared Pack process.
•Investigate DDN’s including liaison with quality, warehouse, production and haulier representatives to ascertain root cause. Resolve customer queries regarding shortages and delivery failures and where appropriate issue credit/debit notes
•Address and resolve all customer service queries, using the appropriate escalation process to ensure that serious supply issues and highlighted appropriately and in a timely manner.
•Inform I.S of any system issues e.g. EDI failures, pricing anomalies etc. Make recommendations on system enhancements to improve supply process operating performance.
•Create shipment plan for the factory, ensuring best possible CFR.
•Educated to Degree calibre or relevant working experience
•Customer Service experience
•Excellent knowledge of Excel
•Good understanding of SNP/JDE
•Clear understanding of Production and Release processes
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