Front Office Customer Service Agent

Adhesive Customer Service Front Office Agent

The Adhesive Customer Service Front Office Agent is the first contact point to support customers, representatives, and distributors. The qualified candidate should maintain good rapport with customers by handling their concerns with professionalism. They should be able to take initiatives in learning, accountability, and are capable of managing, problem-solving, and responding to open issues in a timely manner:

• Fulfil and support internal and external customers' purchase orders from a multi-region customer base.
• Close follow up with Sales and Customers' back orders status.
• Process order changes with compliance to Company's policies.
• Provide customer support; attend to their inquiries and provide assistance as and when necessary.
• Coordinate and expedite with related departments on customers' orders and delivery matters.
• Proactively communicate reschedules and suggest alternative options to mitigate escalation due to shipping delays.
• Support in internal and external audit requests.
• E-Filing of invoices and all sales and shipping related documents.
• Ensure all documentation and order processes are in accordance to corporate guidelines.
• Responsible to meet operational KPI
• Participate in order management process improvement when needed.
• Continuously seek alternative solutions and value-add processes to enhance ongoing services to Customers.
• Participate in stock-take
• Participate in ad-hoc duties and projects as per requested by the Customer Service Manager.

Qualifications:

• Minimum diploma and above in any discipline.
• Minimum 3 years of relevant experience.
• Good understanding of the linkages between inventory control, planning, logistics, and procurement.
• Fluent in spoken and written Mandarin and English is a must.
• Candidates with broader language capabilities will have an added advantage.
• Proficient in MS Office, knowledge of SAP is advantageous.
• Able to work under pressure with excellent phone, email etiquette skills, and tactful to handle difficult customers.
• Developed analytical and problem-solving skills.
• Highly motivated and organized.
• Team and action-oriented.
• Detail-oriented.
• Passion for innovation.

Benefits:

• Flexible work scheme with flexible hours, hybrid work model, and work from anywhere policy for up to 30 days per year.
• Diverse national and international growth opportunities.
• Global wellbeing standards with health and preventive care programs.
• Gender-neutral parental leave for a minimum of 8 weeks.
• Employee Share Plan with voluntary investment and Henkel matching shares.
• Medical coverage for employees and eligible dependents.
• Additional EPF contribution.
• Dental, health, and eye screening etc for employees and eligible dependents.
• Discounts on company products.

At Henkel, we come from a broad range of backgrounds, perspectives, and life experiences. We believe the uniqueness of all our employees is the power in us. Become part of the team and bring your uniqueness to us! We welcome all applications across different genders, origins, cultures, religions, sexual orientations, disabilities, and generations.