Customer Care Agent

Job description

People are at the heart of our strategy

A family-owned Group, Roquette offers a  positive  and  attractive  work and career environment, in which everyone can learn,  develop , contribute to the overall company performance and be  recognized  for doing so.

Job Description

Key Accountabilities:

· 
Review the annual goals on a quarterly basis and the KPI on a monthly basis, to ensure targets are achieved as set.

· 
Receive, review, manage and follow-up on customer requests and complaints: orders, deliveries, product availability, quality, etc.

· 
Lead the internal coordination to obtain what is needed, according to service-level-agreement (SLA): answer customers, gather feedback and assure the right level of customer satisfaction.

· 
Review and check contract details form with 11 mandatory points, then register the contracts in system (CICS) or validate and activate contracts in SAP.

· 
Follow up weekly on contract phasing schedule, and ensure we receive the purchase orders in due time. Manage lapse in contract phasing by contacting customers (outbound calls) in alignment/collaboration with (sales) Account Managers. Report lapse in contract phasing to CC Supervisor/Manager.

· 
Receive customers’ purchase orders (PO). Check/review and verify the PO details in consistency with the contract information and verify/validate the details in order confirmation against contract, loading plan, customer product files. Send order acknowledgement to customers by email, with the customer PO attached. In case of any discrepancies, check with Account Manager/customer for clarifications. 

· 
Create the sales order (DPO) in system promptly, with precise details respecting our internal lead time and abiding to our processes within two business/working days.

· 
Modification of DPOs based on customer requests with the necessary approval.

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In coordination with supply chain/logistics/transportation team, follow-up on batch allocation and freight booking to ensure prompt deliveries. Inform customers in case on issues or potential delay to meet customers’ request dates.

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Manage the additional services linked to the delivery taking into account the customer segmentation and invoice the services according to the rules and the agreement in place

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Customer credit status is checked (wherever necessary) and inform Account Manager in case of any concerns.

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Liaise with documentation team on generation of proforma invoice for advance payment and letter of credit (LC).

· 
Check bank contracts and draft LC where applicable, and liaise with Logistics/Transportation/Documentation/Finance teams on acceptance of LC clauses. Raise concerns where needed.

· 
Confirm with Finance on receipt of advance payment, original LC amendment copies thereby releasing the flag on the DPO.

· 
Based on the financial balance sheet(credit management): manage soft recovery actions for low risk or medium risk customers(within SAP environment);

· 
Coordinate with supply sites (supply chain/planners/logistics) on short shipped quantities and switching of product origin when requested by customers. Ensure that Account Manager is informed of customer’s request for product origin switch before any action to change.

· 
Documentation Team is informed promptly when air freight shipment DPOs are created to enable them to prepare the documents without delay.

· 
Issue credit and debit memo requests, with the necessary approval.

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Request CMD team to update customer master for any deviations.

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Analyze the result of the satisfaction surveys (NPS) and follow-up with customers via phone calls/emails, to contribute to enhancing the customer satisfaction. Take note of customer’s feedback, and initiate service recovery actions where necessary. Ensure complete follow-through to closure of customers’ concerns

· 
In areas of specific expertise, CC Supervisor/Manager may delegate focus areas to selected/appointed CC Agent as champions or subject-matter-expert (SME).

Functional Competencies:

· 
Customer-centric mindset, attitude and behavior

· 
Agile, with a sense of priority

· 
Positive spirit/energy and self-driven

· 
Willing to learn and embrace changes

· 
Excellent team player in a multi-cultural environment

· 
Rigorous and organized

· 
Detail-oriented

· 
Good knowledge of Roquette business landscape and processes

· 
Strong communication and interpersonal skills

· 
Fluency in English (written and oral). Additional Asian or foreign language is a plus.

Technical Competencies:

· 
SAP

· 
Microsoft Office (excel, powerpoint, word, etc.)

Qualifications:

Education:

Degree in Business, Supply Chain or equivalent

Experience:

· 
3 years in Customer Care/Order Fulfillment.

· 
Working knowledge of handling Letter of Credit (LC) will be an advantage. Basic knowledge of shipping/logistics will also be a plus.

· 
Only applicable to Singapore Citizen/PR

· 
9 months Contract

Roquette provides numerous career opportunities, thanks to the diversity of its jobs and their international dimension.

Joining Roquette means joining dynamic teams ambitious for success.

Add Your Talent to Ours!