Location: Mumbai

Responsibilities:

- Order processing in SAP SD module, order date maintenance, order tracking. Order handling scope will be for LS BU (Lifesciences BU) only for:

- Indent orders for a ship-to to TH / VN / PH / ID / KH / MM / LA

- Local orders for a ship-to to ID

- To work closely with sales and customers to have sales orders processed timely and correctly.

- To fulfil customer orders and requirements, work with plant and logistics/export team to ensure a timely supply and deliveries be done in a timely manner

- To handle customer's complaints and have the case processed or co-ordinated as appropriate and provide timely responses and feedback to customers or other related stakeholders

- To provide correct, reliable and timely responses (within customer service-related scopes) to both internal and external customer requests or queries

- To execute Ashland's customer service standards, order processing procedure to meet Ashland's Customer Service Excellence Such can include the below but not limit to:

- Run Sales order management report & scheduling Report to check and rectify orders on credit, Billing Blocks and unconfirmed material & also to follow up on deliveries.

- Review price difference report to ensure price accuracy

- Ensure orders be keyed in, meeting the full accuracy

- Communicate well with sales team, plant, logistics, finance team or other related cross- functions; work closely with them to solve disputes if necessary.

- To evaluate and improve customer service performance

- Liaise with customers, finance, production, sales, and logistics related dept. to execute all related customer services tasks

- Make the decision on ordinary daily work within regulation and consult with supervisor

on any complicated, escalated cases as deemed appropriate and per guidelines.

- Follow the business code of conduct. Pass ISO internal audit with zero non-conformities and ensure all ICS controls are in place and adhered.

Desired qualification :

- Bachelor's degree or equivalent in Business, Logistics or International Business 

- Aptitude for use of software applications including SAP and Microsoft Suite 

- Be fluent in English, both in written & verbal form. Additional languages are a plus. 

- Ability to develop and manage international relationships 

- Strong analytical & data mining skills 

- Familiar with SAP OTC 

- Finance background as a plus

Experience required:

At least 5 years