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Job Title : Service Delivery Associate

About the Role

We are seeking a highly motivated and detail-oriented individual to join our team as a Service Delivery Associate.

This role is responsible for managing International Distributor Markets' orders, ensuring timely processing, exception handling, and resolution of any issues that may arise.

The ideal candidate will possess excellent communication skills, be self-motivated, disciplined, and able to work independently. They should also be willing to lend support to colleagues and help train new team members.

Key Responsibilities

• Timely communication with customers regarding order status
• Manage order exceptions & deductions with various stakeholders like Finance, Controllership and Distribution Center
• Work closely with Supply Planners to ensure on-time product availability
• Manage product phase in / phase out
• Coordinate with Distribution Center for timely picking & delivery or product returns
• Work with freight forwarder / 3PL for on-time shipping document availability
• Update customer order forms with correct product details and pricing
• Meet Service Level Fulfillment metrics and escalate major supply issues
• Generate proforma invoices and ensure advance payments are received
• Work closely with Master Data for on-time customer / master setup
• Provide superior customer service by following up on enquiries and requests in a timely and professional manner
• Compile data for reporting purposes
• Develop relationships with internal stakeholders and collaborate on operational issues

Requirements

Bachelor's degree or equivalent education required. Ideally 5+ years relevant work experience in order management and customer service. High level of English proficiency, working knowledge of Order to Cash systems and preferably strong user in SAP or large-scale ERP environment.