Customer Service Executive

Knowledge:

• TotalEnergies products, business streamline, sales and logistics value-chain

Skills:

• English Language Communication proficiency (Oral & Written)
• Computer Literacy and using MS office tools like word and excel
• SAP usage know-how an added advantage or any other ERP

Education:

• Minimum Bachelor’s degree

Experience:

• At least 2-3 years of experience within a coordination role handling documentation and efficient management of communication

Activités

SALES DOCUMENT ADMINISTRATION

• Documentation Filing through common folder and ensure to convert customers to Doconline platform.
• Cheque receiving and arranging for bank deposits. Coordinating with couriers for receiving and dispatch, etc.
• Regular update of office documents in line with Company policies. Managing the common folder to ensure updated information like contracts, pricelist, invoices, deliver notes and PO’s.
• Ensure no Non-compliance during Internal and External Audit.
• Focal person for all vendor registration and Economic Sanctions forms completion.
• Responsible for overall office physical organization.

CUSTOMER SERVICE

• Entering the order in SAP. Follow up with Logistics for delivery planning.
• Ensure delivery < 72 hours and does not exceed 3% overall orders executed.
• Follow up with customer and keep them informed of the delivery schedule.
• Coordinate with the Warehouse and Plant to check the stock availability and advise the sales team and customer.
• Regular update of information related to “Follow my order” program.
• Coordinate with N+1 on the regular update of MSL for both blendable and non-blendable products.
• Elub Conversion as per given target.
• Customer Service Satisfaction Survey Visit to be arrange as per the target given.
• Customer complaints to be handled and properly investigated and log into KF.
• SO generation for customer and SE requirement if required .

ACCOUNTABILITIES

• Supporting Asst Manager (CS) in meeting the KPI’s of customer service such as on time delivery, conversion of customers to Elub and Doconline, Distributor use of My portal, regular update of information in “Follow my order” project, Customer Service Satisfaction Visits, Handling Customer Complaints through KF and regular update of MSL of products.
• Supporting Sales Staff (07 Nos) in terms of order processing, product availability, delivery updates, SOA generation if needed, timely submission of invoice, receiving cheques and arrangement for bank courier and provide posting details to Credit Control department.

HSEQ AND COMPLIANCE

• Participate in the training program to acquire QHSE knowledge and impart this training to colleagues as and when required by Management.
• Reporting of near misses, incidents, hazards & injuries to line Manager within the time frame as required by Quality, HSE, Energy policies and Manuals.
• Participate in the Investigation and analysis of incidents as and when required.
• Strict adherence to QHSE requirements with full authority to stop any operation for safety reasons.
• Strict adherence and compliance towards Group QHSE policy with high Quality of QHSE performance and complying with affiliate’s QHSE Policy, Procedures & specific rules & regulations applicable to the area of activity at all time.
• Demonstrates exemplary conduct, rigor, vigilance and professionalism regarding HSE in all their activities
• Ensure full adherence to the company’s compliance program, its policies and procedures including economic sanctions and export control in all professional activities.
• Promptly notify the compliance officer/economic sanctions referent of any instances of noncompliance or violations of economic sanctions or export control that comes to my attention.