SABIC – Saudi Basic Industries Corp Hiring for Sr. Customer Service Rep, INS, SC Solids, ROA at Gurgaon Full Time

Org Unit Name: Customer Service IND
Location: India-Gurugram

JOB PURPOSE

• Order management and Order fulfillment, selection of contracted service providers within the agreed allocation, transporter nomination, shipment monitoring to avoid delays, root cause investigation of delays and close to customer satisfaction, monitor for payments & expedite any overdue, maintaining relationships with related parties (customers, LC confirming banks, 3PL, Liners, Doc. Prep. vendor, CSR BPO, etc.).
• Assist CS manager to support Customer service operation with accuracy of Order Processing and Order Fulfillment activities to achieve business plan targets, customer satisfaction and to reduce costs by enabling first-time-right orders.
• Ensure targets (KPI’s) are met, by accurate and timely planning and reporting, on time shipments, monitor credit issues, monitor on time payments, timely investigation , closure of quality notifications , customer satisfaction, NPS index & delivery by committed date.
• Ensure correct and accurate customer master data.
• Fulfill his/her tasks to support the overall SABIC and SBU strategy and fulfill given targets, act according to SABICs values and mission and SHERC targets, promote SABICs brand and brand promise.
• Support CS manager to develop & manage Rest of ASIA (ROA) customer service projects, simplify and standardize customer service operation process and enhance governance process.
• Ensure to have proper data retention process for documents & the statutory, IATF and internal audits completion & closure without any non-conformance reports

Job Responsibilities

• Accountable for daily Order-to-Cash Management activities to achieve Order Intake vs Order Entry/Demand Plan within timelines, ensure enhance customer experience, to monitor all shipments & also come up with suggestions/ideas to minimize delays, follow up for LCs and amendments from customers, maintaining relationships with customers and various business partners & ensuring accurate master data creation. Ensure timely dispatches from 3PL warehouses as per schedule plan of customers. Regular update the RDD in system for orders to give visibility to planning for production schedule. Develop good customer rapport by either visiting them or communication thru phone (less reliance on emails). Responsible for execution of sample orders on top priority to support business growth. To support Manager for all Order-to-Cash required works. Ensuring 100% tax compliance for local billings in India with Govt. validated E-Invoice & E-way bill.
• Increase E-Commerce order intake and achieve min. KPI of 75%, support customers with E-Commerce training. Ensure NPS survey slides are prepared and action items aligned with Sales and shared with CS manager. Accountable for Non-technical Quality Notification process to improve service level. Accountable for own data quality & accountable to meet targets of KPI’s (NPS,E-COMMERCE, DT1P, Overdue, QN, order intake, Cycle time, cost and etc.). Ensure any IT issue faced is reported immediately to respective team & raise Talabi ticket for solution.
• Responsible for Order-to-Cash Management related continuous data measurement and reporting (eg. cycle time, master data), suggest improvements in process transformation, ensure implement BCP whenever declared & be alert to avert any other potential failure to ensure none/low impact to daily work activities. Organizing and follow up on meetings with customers and service providers. Reviewing contract performance for Doc. Prep vendor based in Singapore, CSR BPO, 3PL and Shipping Lines.

ABOUT SABIC
SABIC is a global diversified chemicals company, headquartered in Riyadh, Saudi Arabia. SABIC manufactures on a global scale in the Americas, Europe, Middle East and Asia Pacific, making distinctly different kinds of products: chemicals, commodity and high performance plastics, agri-nutrients and metals.

SABIC supports its customers by identifying and developing opportunities in key end-use applications such as construction, medical devices, packaging, agri-nutrients, electrical and electronics, transportation and clean energy. Production in 2019 was 72.6 million metric tons.

SABIC has more than 33,000 employees worldwide and operates in around 50 countries. Fostering innovation and a spirit of ingenuity, SABIC has 12,540 global patent filings, and has significant research resources with innovation hubs in five key geographies – USA, Europe, Middle East, South Asia and North Asia.

EQUAL OPPORTUNITY EMPLOYER (EOE) STATEMENT
SABIC is committed to creating a diverse work environment and is proud to be an equal opportunity employer and as such will not discriminate in its employment practices, including recruiting and hiring practices, based on a person’s race, color, religion, national origin, citizenship, sex (including gender identity, sexual orientation and pregnancy), age, disability, genetic information, veteran status, or other characteristics protected by law.