SC Customer Service Senior Staff Specialist

3 weeks ago

Bayan Lepas, Penang, Malaysia Ams Osram Full time

The ams OSRAM Group is a global leader in optical solutions. By adding intelligence to light and passion to innovation, we enrich peoples' lives. This is what we mean by Sensing is Life. Our around 26,000 employees worldwide focus on innovation across sensing, illumination, and visualization to make journeys safer, medical diagnoses more accurate, and daily moments in communication a richer experience.

Order Management
  1. Daily fulfillment monitoring and follow up in case of order delinquency and allocation.
  2. Playing an active role to ensure transparent communication on demand/supply situation, fully aligned with all internal key stakeholders.
  3. Resolve demand/supply issues together with account managers and other external and internal stakeholders such as crisis management teams, regional customer service colleagues, or allocation champions.
  4. Proactive identification and remediation of further demand/order supply constraints.
  5. Supports rescheduling requests, including pull in, push out, and cancellation requests of orders with proper approval obtained.
  6. Triggers shipment release and coordinates emergency shipments, including weekend shipments, when necessary.
  7. Coordination of drop shipments with distributor, end customer, SCM OM, SCM VKL, and SCM Traffic when there is a need to shorten the routing period.
  8. Ensuring RMA, credit, and debit issues are processed with proper approvals in a timely manner.
  9. Provide support to ams OSRAM Sales Managers and distributors on their enquiries, involving active communication with different groups of internal people from all levels of management.
  10. Credit and Debit Request and Approval, including Price Protection Claim.
  11. Quarterly/Yearly price revisions (for selected end customers) in the system to minimize and ensure the issuance of CNDN within a specific timeframe.
  12. Order entry for customer's release PO by mail.
  13. Consignment management, including monitoring of aging consignment stock and buffer stock level that does not exceed 4 weeks of inventory.
  14. Coordinate customized label, COC/COO requests from the customer.
Customer Master Data
  1. Customer Master Database maintenance and EUM check.
  2. End customer registrations for distributors, including seamless end customer shift from one distributor to another.
Reporting Purpose
  1. Microsoft Excel skills (few basic formulas).
  2. BI (Business Intelligence) SAP BW warehouse report, basic skill to refresh data from BW.
Minimum Qualifications
  • Minimum Bachelor Degree.
  • Preferred language is Korean (to manage clients in the Korea market).
  • Sound knowledge and at least 3 years of hands-on experience in SAP tools.
  • Good experience in SAP Order Management, Material Master, Customer Master, Business Warehouse data.
  • Good to have project management skills.
  • Good exposure and experience in Power BI, SAP BI business intelligence.
  • Experience in Reporting analysis, Microsoft Excel tool.
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