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Customer Service Supervisor
2 weeks ago
You will work on exciting and challenging topics together with a team in an ultra-modern, innovative and creative environment. Intensive on-the-job training with expert colleagues guarantees you will quickly become familiar with your duties and perform them independently. Performance related pay and the opportunity for personal and professional development are of course part of the package. Since 2009 Evonik Industries AG has been certified as a family-friendly company by the German Hertie Foundation.
Click on the link to learn more about Evonik from our employees:
KEY RESPONSIBILITIES
MEA S CS Supervisor
ROLES RESPONSIBILITIES:
- Management Function (50%):
- Responsibility of cascading down, and implementing the MEA CS strategy in the sub region
- Responsibility to drive the operational functionality and organizational efficiency of CS within MEA S
- Functional management and supervision of the performance of MEA S Team to ensure KPI's are observed and targets are met.
- Working with MEA S CSRs in addressing challenges, corrective actions required.
- Support the CS team in rolling out global initiatives to MEA CS.
- Support in ensuring that CS digitalization and automation projects are rolled out within the region.
- Operational Responsibilities, including own Order to Cash process (50%):
- Overarching responsibility for the day-to-day CS processes, including relevant Pre-order, Order-to-Cash (O2C), and Post-order process flow for the MEA S CS entities
- Responsibility for CS interface with external customers where required.
- Assessment of CS team performance, and continuously review CS MEA S development requirements with Head SCM/MEA CS manager for best possible training, development opportunities
- Responsibility for ensuring operational matrix and ensuring backup in place at all times for all BL to ensure business continuity.
- Represent the team to platform stakeholders: BL, local finance team, MEA procurement, etc
- Overarching joint planning on recruiting and on boarding process for new joiners in close collaboration with Head SCM, local talent acquisition
Order to cash process:
- Perform complete order to cash (O2C) process for both exstock and dropshipment orders for Evonik customers in MEA S region for associated BL AN
Order process (ex-stock & indent):
- Receiving customer purchase orders, sending order acknowledgement
- Creation of sales orders in SAP
- Creating internal VPO and communication to plant
- Follow up with plant for order confirmation, shipping schedule and update the same to the customer
- Obtain necessary approval of draft shipping documents from customer.
- Clarification of all questions related with processing orders, handling changes in orders and independently carrying out all the necessary phone calls and correspondence.
- Checking contract documents and customer orders (product, specification, price, payment and delivery conditions, delivery date, and packaging) using the required processes, eg. CUPSET, Blspecific processes.
- Where required: Preparation of L/C compliant documents based on the credit transactions, invoicing, monitoring of funds transfer for order
- Where required: Management, review and amendment of LC and or bank contracts with customer and bank
- Updating monthly order file
- Sending delivery notes to warehouse to ensure on time in full (OTIF) deliveries to customers
- Maintain communication and/or customer complaints wrt to deliveries and resolving with warehouse/transporters
- Invoicing customers
- Check stock availability locally or with plant if it's a drop shipment before processing the order
- Check if batch numbers are not close to expiry (East Africa requirement: > 75% shelf life left upon arrival).
- Communicating all special requirements of the order to the plant according to country regulations.
- Instruct service provider to book containers and vessels and provide booking confirmation to customers
- Follow up on order allocation and vessel booking confirmation from the plant and keep customers informed.
- Constant communication with warehouses regarding products and batch numbers picked for exports
- Work closely with preinspection companies (SGS, BV etc.) for Pre-Export Verification of Comformity
- Knowledge of using the SGS portal
- Communication with the warehouse regarding the date and time of the preinspection
- Provide the plant with final Invoice and Packing list for the preinspected shipments in order to obtain a Certificate of Comformity (CoC) from inspection companies (SGS, BV etc.)
- Prepare and compile shipping documents according to country regulations (Invoice, Packing list, COA, Health certificate, MSDS, TDS, CoO, CoC, BL, BSC etc.)
Post Order:
- General:
- Credit/Debit note management and issuance
- Internal management with sourcing plants, business lines, logistics and external management with third party warehouse and transporters
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