Customer Support (40%) 

Solves day-to-day problems by executing a full scale of customer service activities with some oversight (i.e. sales order processing / scheduling, customer complaints, payments, purchasing)  Executes on fulfillment of customer orders/sample requests and customer related administration requests efficiently  Applies a comprehensive understanding of customer service practices and procedures to identify areas of improvement and cost management deficiencies to strengthen customer relationships   Ensures customer problems are resolved promptly and customers are satisfied  Prepares correspondence to secure additional customer information to resolve customer disputes  Accountable for order management for assigned geography and provides backup for colleagues, to include but not limited to taking orders, coordinating schedule with the plant, completing necessary documents, scheduling, and invoicing  Supports order entry for international orders including FCL, LCL and airfreight  Files and maintains customer records  Verifies order completeness and accuracy against purchase orders  Ensures compliance with contractual obligations including pricing agreements and letters of credit  Supports other team members as needed 

 Logistics Administration/ Order Management (35%) 

Coordinates logistic activities for both air, rail, and ground/water (LCL and FCL) to ensure order fulfillment goals are achieved  Coordinates load planning and allocation of product as directed using Enterprise System  Creates shipping documentation (proforma invoices, FedEx, and other documents)  Provides necessary documents to forwarders/customers for shipments including invoice, packing list, and bill of lading  Monitors container shipment and shipping document status  Ensures customers orders are within the planned strategy provided to customer service by the commercial organization  Supports planning and execution of replenishment to international warehouses as applicable  Partners with external logistics and documentation business partners 

 Additional Projects and Responsibilities (20%) 

Pricing & Analysis 

Enters pricing into the ERP system; follows up periodically to review and update  Reviews and creates moderately complex internal/external benchmark reports and activities (business rules, central reports analysis)  Actively monitors and tracks demand consumption verses contract, forecast and/or standard order lead- time and making / implementing recommendations for process improvements in cooperation with customers  Compiles and analyzes letters of credit fees by country and customer  Manages freight rates per order to ensure the rate is within the budgeted amount 

 BuyBack / Diversions 

Manages resin buy-backs and coordinate the re-sale of resin  Manages the process of the diversion of orders 

 Customer Setups & Customer Accounts 

Enters new customers into SAP and Salesforce  Makes updates to existing customer accounts (ie. Address changes, address additions, terms change, name change) 

 Warehouse Partnership 

Works with warehouse partners to execute on the shipments and other needs of customers 

 Service Center Email 

Manages the Service Center email to include supporting customer needs, filing of CoA’s, and distributing emails to appropriate people 

 Environmental, Health & Safety Leadership (5%) 

Operates safely within NatureWorks policies, procedures and governmental regulations and fully participates in and champions NatureWorks Environmental, Health & Safety (EH&S) Programs  Ensures the EH&S Programs are being followed and provides a safe working environment to our employees and customers  Accountable for building a strong safety culture and actively pursues it on a daily basis; identifies unsafe behaviors and conditions and intervenes to mitigate incidents  Other duties as assigned  

 

QUALIFICATIONS:  

Education and Experience Required:  

Bachelor’s degree or minimum 5 years experience in supply chain or logistics  3-5 years in customer service, supply chain, logistics or related experience   Proficient various computer programs including Microsoft Office Suite/ SAP English / Mandarin language proficient level required.  

  Other (knowledge, skills and abilities): 

 Ability to develop and maintain customer relationships, understand our business and our customer's business, demonstrate intelligent flexibility and business judgment  Supports NatureWorks vision and values through project / teamwork  Strong customer focus and service orientation with the ability to interact effectively with employees and vendors at all levels in a cross-cultural setting  Understands the plans for meeting the business strategy and objectives, and how it relates to daily activities  Demonstrates speed and flexibility as appropriate in responding and adapting to changes  Promotes cooperation within the team and between teams  Demonstrated ability to adapt to a challenging and developing environment; willingness to take on new responsibilities as our business evolves 

 WORKING CONDITIONS/PHYSICAL REQUIREMENTS: 

 This position works in an office environment  Regular business hours  Requires use of office equipment such as computers, fax machines, telephones, and copiers   Required sitting and computer-related activities for extended periods of time   Domestic and Oversea travel when required Work location Bangkok/ Thailand