Customer Service & Order Processing Executive

Job Summary

• Assist the Customer Service Manager in the daily customer service operations, ordering process, allocating resources, follow-up and reporting to ensure agreed objectives are met in line with the company’s policy.

• Control, evaluate and execute weekly/monthly plan to team members in order to cope ongoing basis and initiate actions to resolve trouble shooting with efficient and productivity, escalation point to address support and service issues in total SPBT Sales-to-Cash process. (S2C). 

• Official working Monday to Friday align to TT customer working day and urgent shipment required, flex working hours on weekend and holiday. 

• Have to deal all network on sharply cut-off order time and least impact on inaccurate order promised date.  

• Escalating Supply Chain and IT around order fulfillment, to improve efficiency, while still maintain lower deliver cost (combined shipment, wait for new stock coming, truck type), controlled customer inventory level, higher service level (OTIF) including customer service satisfaction to ensure smoothly operations. 

• Discuss with customers and support RSM/ASM/KA/Supply Chain on uncomfortable issue, facing complain  

• Accuracy and quality of SPBT information provided to customer, have to response to customer expectation within limited time.   

• Customer satisfaction rated by Customer 

• Monitor Customer’s Stock Level, to plan daily stock in line with customer weekly forecast and monthly demand planning  

• Fulfill Customer Service Level, to drive and ensure inventory level and delivery performance fulfilled customer requirement.  

• Maintain and continuous build up Customer Satisfaction, collaborate with commercial, Sales volume kept going align to target time gone 

• Support RSM/ASM / FE for basic data analysis and recommend solutions related to daily S2C process to customers and concerned parties in order to smoothen delivery. 

• Coordinate with external Customers, Supply Chain Operations, 3PL, in delivery product to the customers on time and in full, facilitate reversed logistics (product return)  

• Utilize newly developed automation to manage increased order and complex transactions with on time delivery (setting parameters and adjust in appropriate, create, up-to-date Customer Master Data, upgraded DMI /SAP)  

• Improve S2C process in cost efficient practice and get rid of manually non-add value process for better teamwork life-balance vs customer satisfaction. (to seek backhaul opportunity to cash cost saving to pay transport cost, Direct shipment to Store avoid DC fee, combined ship-to, combine shipment for shorten lead-time delivery, P/O price diff, checked by system instead manual process, FoC mass upload, temporary credit approval and escalation for CS team, K2 Complaint link to SC & product quality management for good data maintenance / TMS align to customer order and stock output plan)  

• Arrange the supportive reports with new tools to speed up and accuracy business information (manage RPA to SPBT internal users and customer, and BI for KPI reports)  

  Order Management.

Job Responsibilities

• At least bachelor's degree graduated,  

• Proactive, Good communication, Strong follow-up and self-management skills 

• Highly energetic and self-motivated to learn new challenges. 

• Dealing with data analyzing, Pw BI and advance knowledge of Microsoft excel  

• Good at leading and managing people 

• Intensive multi-disciplinary training curriculum that includes formal customer relations (apply for customer relationship management trend); customer contact etiquette, supply chain (inventory management, demand forecasting, distributions) ensure ability to backfill and appropriate coverage at the customer interface. 

• More than 5 years experiences of relevant working with minimum 3 years in order management, customer logistics networking or supply chain 

• Preferred in FMCG or related consumer products 

• Demonstrate ability to handle multiple tasks and prioritize them in a fast packed environment to meet timeline.  

Education

Our DEI Commitment

At Suntory, we recognize that diverse knowledge, perspectives, and backgrounds contribute to our collective success. We are committed to fostering a diverse, equitable, and inclusive workplace where all individuals can bring their whole selves to work every day, regardless of race, color, religion, gender identity or expression, sexual orientation, age, or any other protected characteristic.

Our recruitment and selection processes are designed to highlight what Suntory offers as an employer while allowing candidates to share their unique skills and experiences. We understand that career trajectories vary, and if you believe your experience/background can benefit our team, we encourage you to apply. We endeavor to make our interview process as inclusive as possible and offer reasonable accommodations as needed. Together, we can cultivate a workplace where everyone can thrive and propel our mission of Growing for Good.