Representative - Customer Service

Orica (Gambir, Jakarta, Indonesia)

DKI Jakarta, Indonesia

Our story began in 1874, when we first supplied explosives to the Victorian goldfields in Australia. Since then, we have grown to become one of the world’s leading mining and infrastructure solutions providers. From the production and supply of explosives, blasting systems, mining chemicals and geotechnical monitoring to our cutting-edge digital solutions and comprehensive range of services, we sustainably mobilise the earth’s resources. With over 145 years of expertise, our 13,000+ community of engineers, scientists, technologists, operators, business specialists and on-site crew support customers in surface and underground mines, quarry, construction, and oil and gas operations. Sustainability is integral to our operations. Our approach to sustainability begins with ensuring we operate our business responsibly, and by prioritising the safety of our people, customers, and communities. We are in a unique position to leverage our expertise in technology to create safer and more responsible solutions and deliver positive economic, social, and environmental contributions through our business activities.

About this position

The Representative - Customer Service maintains a portfolio of customers by placing orders, resolving issues, and meeting the demand from both internal and external customers.

Responsibilities

• Ensures all orders are processed and confirmed to the customer with a sales order confirmation.
• Actively communication with customers, soliciting orders where able, this is to maximize loads and provide additional sales to the business.
• Minimises credits as a result of CSR error.
• Assists schedulers with regular communication, regarding customer orders.
• Communicates to the Account Coordinator, Finance Business Partner and Territory Manager any issues resulting in potential delayed payment or invoicing; including receipt of purchase order numbers, delivery or product issues and pricing.
• Manages invoicing and workflow by completing daily processing, weekly and End Of Month processing.
• Completes the weekly matrix.
• Completes end of month forecasting for the last 3 working days of the month.
• Understands and utilises reporting in SAP to ensure real time invoicing is completed by processing all Products and Services provided by Orica.
• Manages the end to end Sales Cycle Process from order to delivery and invoicing.
• Assists in the resolution of claims and disputes, building relationships with the Credit and Collection team.
• Communicates clearly with distribution to maximise loads on milk runs and minimise errors in the supply of product by checking manifests and confirm loads with the relevant distribution point ensuring that customer orders are fulfilled and back orders managed.
• Checks all team sales orders on the same day to ensure they are correct, notifying CSR of any changes impacting the customer order.
• Liaises with Credit and Collection Team on regular basis regarding credits and recharges as well as customer’s credit limits.
• Provides clear and regular feedback to Territory Managers to support them in their roles including customer feedback i.e.: Market Intelligence. Forecast or Voice of Customer.

Requirements

• Commercial acumen or Experience in customer relation / sales order and billing management.
• Detailed oriented and Agile.
• Strong in communication both internal and external relation with high level presentation skill.
• Technology / System Savvy (SAP, Concur, Ms. Excel, Success Factor, Ariba).
• With tertiary or technical qualification - up to 4 years experience post qualification in mining or metal industry is preferred.
• Without formal qualifications - up to 10 years of administrative experience.
• Good understanding of Mining Safety.