Objectives of the position:

• Manage OTC (Order To Cash) interfaces with customer efficiently and effectively.
• Contribute to better performance of Customer Order Management (OTC process).

Main Responsibilities & Key Activities

• Perform Customer Order Management process & monitoring, ensure all order processed correctly and meet customer satisfaction.
• Contribute to develop of customer relationships through proactive customer communication related to order management e.g. product availability, order status and delivery tracking.
• Support Credit Management, Billing and Accounts Receivable Follow-up.
• Handle customer complaints via NCM (investigation & closure), ensure NCM created for any non-conformance, followed up and closed on time.  Capture customer expectations / requirement and feedback to BU / Functions.
• Provide order status report and monitor customers’ order placement.
• Contribute to further development of COM (Customer Order Management), fostering a culture of customer focus in the team, Knowledge sharing (Share & Learn, KNOWit) on order to cash process/issue, problem solving and trouble shooting.
• Actively involve and support project initiated by country, regional and global (such as NGBA, etc), improvement initiative HUB-country, as well as related to cost & process.
• Work with the Hub/Cluster and other party under joint responsibility to have a strong performance management established (operational KPI).
• Participate and drive LSP, LLP interaction for improvement initiative, capture all outcomes/ actions, follow up and documented.
• Participate OD/BU interaction, support all outcomes /actions and actively involve on any initiative and or join responsibility with OD/BU for any process needed that involved GB (Cross function interaction and collaboration).
• Contribute to simplify OTC process for efficiency and effectiveness (CS award nomination).
• Any additional task related to situation where involvement and join responsibility needed.

Requirement:

• Bachelor Degree in Economy OR Administration.
• Understanding on SAP OTC process and export import will be an advantage.
• Good knowledge of the business processes.
• Service excellence competencies.