Customer Fullfillment - Team Member

Job TitleCustomer Fullfillment - Team Member

Job Description

CFC Team Member - Korean Speaker

The CFC (Customer Fulfillment Center) APAC is a centralized, regional in-house order management group designed to support the APAC (Asean & Pacific) countries. Order management support is thru CFC Team members that are assigned to specific countries (or processes).

We are looking for Korean speakers to manage our customers and distributors based in Korea.

The CFC Team Member ensures the timely and correct capture of orders and the timely and complete delivery of these orders according to customer requirements adhering to agreed Service Level Agreements with local country organization.

The following processes and activities are involved:

  • Order processing
  • Captures customer orders and ensures that correct information is reflected in SAP (customer, material, quantity, price, delivery dates)
  • Transmit necessary documents to other functions as required
  • Execute allocation rules as per Sales/Country instructions, for instances where there is a supply constraint
  • Customer service (Requests, Queries, Complaints)
  • Track & Trace deliveries and ensure that deliveries are complete and on time
  • Coordinate with third party warehouse provider for delivery windows, schedules and other customer requirements
  • Resolve outright rejection and other delivery issues in coordination with third party logistics provider and Sales
  • Ensure service is delivered in accordance with the SLA
  • Returns Management
  • Ensure that returns from customers are pulled out in a timely manner and that credit invoices processed on time
  • Coordinate with customers (where applicable), sales and third party logistics provider for the pull out of defective returns as well as return of stocks used for exhibits and events
  • Process Improvements
  • Analyze order and customer data, and propose improvement projects
  • Lead implementation of improvement projects – coordinating with cross-functional teams including sales, warehouse, forwarders, etc. – with efficiencies and higher service level as immediate ends in mind
  • Coordinate with relevant streams to ensure successful implementation of improvement projects

Main suppliers:

  • 3PL – 3rd Party Logistics
  • Key Account Managers
  • Planners
  • Infosys
  • SCM
  • Customers (where applicable)
  • Impex (where applicable)
  • Finance (where applicable)
  • Marketing (where applicable)

Main customers

  • Customers/Sales

Markets supported by CFC-APAC: Singapore, Malaysia, Thailand, Korea, Australia/NZ, Indonesia.

Key areas of accountability

ORDER MANAGEMENT

  • Includes timely and accurate order capture, processing, track & trace, back order & allocation management to deliver according to agreed SLAs
  • Provide information for key performance indicators

CUSTOMER SERVICE

  • Handles queries, complaints and requests in line with agreed controls and procedures
  • Operate within the predefined CFC standards for communication and customer service

RETURNS MANAGEMENT & REJECTS

  • Ensure that returns and outright rejects are pulled out complete and on time

Contact

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