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We are seeking a Sr. Representative for our Supply Chain team, specifically in Customer Service for the Polymers division in Greater China. The role involves detailed order management and fulfillment, timely processing of after-sales support such as rebates and claims, and resolving operational issues. You will be accountable for data quality in systems like SAP and MDG, and collaborate with internal and external stakeholders. This position also involves participating in regional projects for system and process transformation, analyzing end-to-end processes, and supporting the business portfolio. The ideal candidate will have 3-5 years of experience in supply chain or petrochemicals and excellent English communication skills.
JOB TITLE: Sr. Customer Service Representative, GSC, Polymers, Greater China
ORG UNIT NAME: Polymers SCM
LOCATION (CITY/COUNTRY): Shanghai/Nansha China
JOB GRADE：11
HIRING MANAGER: Manager, CS, GSC, Polymers, Greater China
JOB PURPOSE
1) Responsible for timely and accurate Order Management and Order Fulfillment process, including monitoring of on-time OE/OI/GI, on-time payment/ shipments/ documents, escalation of credit issues, to achieve customer satisfaction and to reduce costs.
2) After-sales support through close monitoring and processing of Rebates and QN/Customer's claim timely and accurately.
3) Resolve day-to-day operational issues, seek to simplify and standardize customer service operational processes.
4) Accountable for data quality and governance (SAP, Customer Master, MDG clean up etc).
5) Build good relationships with all related internal and external stakeholders within and out of regional & global Supply Chain such as Logistics, Planning, Excellence, BU, Sales, Finance, Global Marine & Warehousing and Customers, Banks, Liners, 3PLs,4PLs (doc prep and service providers).
6) Contribute positively to CS KPI targets (DT1P, e-Commerce, NPS, QN cycle time, OTC cyle time, timely AGI, etc.)
7) Support overall company strategy, ensure adherence to our Code of Ethics, instil SABIC Leadership Way in our way of working, and promote SABICs brand and brand promise.
8) Support ad-hoc tasks as assigned.
9) Participate in regional customer service projects for system and process transformation
10) Analyze OTC end to end processes and historical data to identify improvement opportunities in both process and system design.
11)Successful hybrid for PE/PP/ETP business portfolio.
Order Fulfillment 50%
1) Timely and accurate end-to-end Order Management and Order Fulfillment - do it right the first time
2) Prepare day-to-day operations and performance reports
3) Resolve day-to-day operational issues, monitor shipping/documentation status, investigate reasons of delay, ensure timely order completion and closing
4) After-sales support through close monitoring and processing of Rebates and QN/Customer's claim timely and accurately.
KPI driven & Data maintenance 20%
1) Accountable for data quality and governance (SAP, Customer Master, MDG clean up etc)
2) Contribute positively to CS KPI targets (DT1P, e-Commerce, NPS, highseas, QN cycle time, OTC cyle time etc)
Process improvements and management 20%
1) Participate in regional customer service projects for system and process transformation
2) Analyze OTC end to end processes and historical data to identify improvement opportunities in both process and system design.
3)Successful hybrid for PE/PP/ETP business portfolio.
Support ad-hoc tasks as assigned 10%
MINIMUM EDUCATION/EXPERIENCE REQUIREMENTS
1) Bachelor's Degree from an accredited university in supply chain or science & engineering related majors.
2) 3~5 years working experience in supply chain or petrochemicals industry
3) Preferred proficient in VBA for Office automation. Experienced in using VBA for SAP scripting is a plus. Knowledge of Python for data processing and analysis is a plus
4) Familiarity with Power Query and Power BI for data visualization and reporting
5) Excellent English writing and communication skills