Customer Services & Logistics Specialist

Customer Service & Logistics specialists at Buckman are vital for delivering exceptional customer service and ensuring efficient operations for both internal and external customers. They leverage extensive knowledge of company products, sales policies, supply chain procedures, and shipping methods to foster customer loyalty and satisfaction. The role focuses on continuously improving operational practices to meet and exceed customer expectations.

Must Have

• First point of contact to handle Customers and Sales.
• Organize with cross functional departments to meet customer requirements.
• Accurate, cost effective and prompt execution of every order.
• Proactive communication with customers and sales.
• Performing prompt and timely data entry to SAP system.
• Ensure every order is executed as a Perfect order; adhered to Service Level Agreement.
• Processing sales orders by ensuring Proforma Invoice is issued promptly.
• Actively participating/updating/contributing in Daily order fulfilment update and discussion.
• Active support in S&OP process and meeting.
• Resolve customer impacting complaints.
• Managing of freight forwarders / transporters for price negotiation and efficient services.
• Managing and coordinating with freight forwarders / transporters on clearance of inbound shipments.
• Ensuring the overall outbound shipments requirements and documentations processes are performed timely.
• Reviewing and evaluating various tools and techniques to improve logistics and warehousing efficiency.
• Active review of freight cost by region and customer.
• Periodic review freight cost and negotiate for lower or competitive freight rates.
• Support ISO requirements by following procedures.
• Identifying all export and/or overseas country logistics regulations and compliance.
• To develop the correspondent master data or report of both import and export regulations.
• To pro-actively gather the logistics regulation updates from local and overseas.
• To effectively communicate new regulations/compliance and logistics matters to all relevant stakeholders.
• To support in the FTA (Free Trade Agreement) processing.
• Continuously pursuing, implementing, and driving cost reduction activities.

Description

Required Language: English

Employment Type: Full-Time

Seniority Level: Associate

Travel Mode: Moderate

About Us:

Buckman is a privately held, global specialty chemical company with headquarters in Memphis, TN, USA, committed to safeguarding the environment, maintaining safety in the workplace, and promoting sustainable development. Buckman works proactively and collaboratively with its worldwide customers in pulp, paper, leather, and water treatment to deliver exceptional service and innovative specialty chemical solutions to help boost productivity, reduce risk, improve product quality, and provide a measurable return on investment. Buckman is in the middle of a digital transformation of its businesses and is focused on building the capabilities and tools in support of this.

Purpose:

Customer Service & Logistics specialists play a crucial role in delivering exceptional customer service and ensuring efficient operations to both internal and external Buckman customers. By leveraging their extensive knowledge of company products, sales policies, supply chain procedures, and shipping methods and terms.

Our focus is on delivering a unique customer experience that fosters customer loyalty, attraction, and satisfaction, going above and beyond their expectations. Also, we approach our business and operational processes systematically, aiming to meet customer expectations by continuously improving our operational practices.

Qualifications & experience:

• Full-time bachelor’s degree in business / Logistics/ Supply chain Management from a reputed university
• 5-7 years experience in Customer service or Logistics in manufacturing or Specialty chemicals industry.

Job Description:

Customer Experience, Operational Excellence and Agility:

• First point of contact to handle Customers and Sales - focal point of information sharing and pulling the right resources to support day to day business.
• Call to attention - Organizing with cross functional departments to meet customer requirements as well as addressing any related concerns and issues to execute the orders.
• Accurate, cost effective and prompt execution of every order including receipt of evidence on sales orders, bank contracts and other pertinent documentation.
• Proactive communication with customers and sales and updating real time information in master data and related system.
• Obtaining regular feedback regarding customer satisfaction, gain industry and product knowledge.
• Performing prompt and timely data entry to SAP system to maintain Sales Order, generate Proforma Invoice, create delivery, generating Collection Advice, and Price List by Customer to ensure accuracy of information for relevant users.
• Ensure every order is executed as a Perfect order; adhered to Service Level Agreement.
• Processing sales orders by ensuring Proforma Invoice is issued promptly to customers accurately and within the SLA time frame.
• Actively participating/updating/contributing in Daily order fulfilment update and discussion to review sales orders prioritization and addressing to operation / sales related issues.
• Active support in S&OP process and meeting to review sales progress, Market updates, Slow and obsolete inventory and addressing constraints from sales and operations.
• Resolve customer impacting complaints by clarifying, determining the root cause of the problem: selecting and explaining the best solution to resolve the problem; expediting.
• correction or adjustment; following up to ensure resolution completion.
• Service Enquiries - Customer tender and survey, general enquires, working with sales on new technology introduce.
• Ability to adapt for any new additional/ expansion of roles and responsibilities to align with the business needs.

Effective Logistics operation and management:

• Managing of freight forwarders / transporters in achieving price negotiation, at the same time prompt and efficient services for prompt delivery to customers.
• Managing and coordinating with freight forwarders / transporters on clearance of inbound shipments and deliveries to or plant / toll; timely loading and transportation of shipment to meet customers' delivery timeline.
• Ensuring the overall outbound shipments requirements and documentations processes are performed timely and right first time.
• Reviewing and evaluating various tools and techniques to improve logistics and warehousing efficiency.
• Active review of freight cost by region and customer to ensure proper freight recovery from customer (100% freight sales/recovered from customer).
• Periodic review freight cost and negotiate for lower or competitive freight rates from forwarders and transporters.

Effective Identification and Management of Logistics Regulations and Compliance:

• Support ISO requirements by following procedures and as requested, supporting internal and external audit requirements.
• Identifying all export and/or overseas country logistics regulations and compliance as an on-going task.
• To develop the correspondent master data or report of both import and export regulations and compliance details.
• To pro-actively gather the logistics regulation updates from local and overseas, with the countries we're dealing with both purchases and sales (import and export).
• To effectively communicate new regulations/compliance and logistics matters to all relevant stakeholders.
• To support in the FTA (Free Trade Agreement) processing and improve/sustain value in sales.
• Continuously pursuing, implementing, and driving cost reduction activities through creative and innovative options/ways to improve overall OTC (order to cash) performance.

Key Competencies / Characteristics:

• Good communication skills; fluent in spoken and written English.
• Proactively and independently work to meet targets and goals.
• Strong Customer service skills.
• Strong analytical and problem-solving skills.
• Ability to interact and deal with people from various cultural backgrounds/level.
• Motivated, independent, resourceful, efficient and able to handle several projects simultaneously.
• Computer proficiency with sound knowledge in Microsoft Office 365 (Word, Excel, Outlook, PowerPoint)
• Familiar with SAP system especially in OTC workstream.
• Ability to work well in a team-based environment.