Analyst, Customer Service

5 months ago

Petaling Jaya, Malaysia Energizer Full time

This is Energizer Holdings, Inc.:
Energizer Holdings responsibly creates products to make lives easier and more enjoyable. To do this, we lean into our culture as an organization - we win together, while serving each other, with a willingness to act boldly, all while doing right. Our colleagues hail from all backgrounds, nationalities and walks of life, but our shared mission and purpose make us one team. Because we’re a global organization, you will always have opportunities to learn, grow and develop in your career. We support flexible working arrangements wherever possible.

Position Summary:
Not all Customer Services roles are the same
If you enjoy working in a new team, new environment, new role where your voice will be heard, your hard work will be appreciated, and your independence will be valued, keep reading.

You’ll be trained on our EDI technology to process customer orders ensuring that the orders are received in our warehouse and fulfilled to our customer stores in your assigned country and around the rest of the Asia Pacific region.

You should be capable of working independently and have a strong sense of self-motivation and discipline. You should also be willing to lend support and companionship to your colleague and be prepared to support training for future team members as the team grows.

The Customer Service Analyst must be a fast-paced and meticulous professional who has the ability to manage large volume of orders. In this role, you will ensure all orders are process within a day. You will check and clear all EDI order errors which include lead time, cost variances and short delivery dates. You will work with in-market customer service colleagues to resolve any issues arising in the market, or IT for technical issues.

**You will be based in The Pinnacle located at Sunway. This is a hands-on role and will require a person who is meticulous and self-guided. Due to the market needs, **Korean language proficiency in both verbal and written** is preferred for this position.**:
**Responsibilities**:
**Accountabilities**:

- **
Order Management**
- Accountable to track order status on a daily basis ensuring that all orders are visible at all stages through the process.
- Ensure sales orders received from the market are being processed within agreed service level.
- Ensure EDI error messages are being reviewed and resolve timely manner. This include escalate order issue to the market customer service / supply chain or IT to resolved, if necessary.
- Accountable to ensure Sales Order / Credit and Debit Note is processed within the cut off time.
- Work closely with market customer service and supply chain team regularly of any order processing issue.
- Provide weekly feedback to manager of any order processing issue.
- Maintain daily, clear KPI measures that are visible, have trigger limits and lead to action plans if not on-track.
- Providing coaching and guidance for new team members in terms of SOP, and knowledge transfer.
- ** Partner with Internal Stakeholder to provide sound customer service**
- Provide exceptional customer service to the market by following up on enquiries and requests for information in a timely and professional manner.
- Compile and collate data for reporting purposes.
- Proactively develop relationships with other internal stakeholders.
- Work independently with SC Managers on ad hoc issue that arises.
- Ability to resolve supply and/or OTC problems quickly and with mínimal disruption; and escalate abnormalities if any.
- Contributes to a smooth and efficiently run of office by completing all daily activities within the required deadlines.
- Continuously seek ways and means to enhance/improve existing manual and electronic order entry process and procedures.

Required Skills and Experience:

- Korean language proficiency ( Oral and Written) is a must.
- Minimum 1+ years relevant work experience in order management and customer service or any other related field.
- Experience in processing a large volume of orders
- Working knowledge of Order to Cash system
- Preferably in SAP, iScala or large scale ERP environment
- Experience working in a matrix environment in a global multi-national company would be advantageous.
- Self guided and meticulous, results-oriented, detailed, accurate personality
- Good communication and interpersonal skills.
- Ability to support working on public holidays and given replacement in lieu

What we are looking for:
Preferable Competencies:

- Customer Focused in terms of putting full dedication in meeting the needs of internal and external customer
- Action Orientated in terms of able to put plans into effect
- Problem-Solving in terms of able to approach problems from different perspectives & persevering to find a solution
- Priority Setting in terms of able to prioritize activities based on downstream impact & adds value to the wider business
- Negotiating in terms of able to balance discussion & reach mutual conclusions

Come join

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