Customer Service Representative,

China, Shanghai, Shanghai

Business unit: Ethylene & Sulfur Derivatives

About AkzoNobel

AkzoNobel is a leading global paints and coatings company and a major producer of specialty chemicals, with leading market positions and brands in countries around the world. We operate in a number of important market segments ranging from buildings and infrastructure to transport, industrial and consumer goods. We’re also the sector leader in sustainability and are number one in the renowned Dow Jones Sustainability Index. In practical terms, that means our sustainable solutions are in your lives, and those of your friends and family, every day. We’re the people that make it possible for you to do what you need to do.


Key Objectives/Principal Accountabilities(kindly limit to a maximum of eight)
- Customer Order Processing
Receive customer purchase order from Business/Sales Managers, then operate and process sales order through SAP. Send sales order confirmation to customers, process sales orders/ changes according to the customer request. Goods Receipt& Goods Issue in SAP Based on vessel/truck departure notice.
- Supplier Purchase Order Processing
Based on customer order to trigger purchase order (single/blanket) to suppliers, count the consumption of blanket purchase order based on actual sales order and remind Sales/Logistics.
- Selling/Purchasing Price Maintenance
Based on Sales Manager input to maintain product/customer sales price in SAP, based on Sales Manager input to maintain supplier OA price& effective period in SAP.
- Customer/Vendor Master Maintenance
Based on Sales Manager/Logistics Manager input to timely maintain customer/logistics vendor info. creation/change by filling create/change request form to Master Data Management Team.
- Supply Chain Master Data Maintenance
Based on Logistics Manger instruction to update Supply Chain cost sheet& Solver& Tracker from time to time.
- Make and Follow up Internal Documentation
For CS2 business, make and follow up internal documentation through SAP, collect shipping documents from supplier side and make necessary entity change and send Bill of Landing, COA, Packing List and issue SAP invoice and other documents if needed to customer side notify party for custom clearance. Sign off& Scan DG form/LOI to forwarder.  Issue invoice to customer.
For Thioplast China domestic business, notify Greiz Supply Chain team to place ICSTO based on Sales Manager instruction, monitoring the tax payment status once vessel arrived Shanghai Port and notify Logistics Manager/Forwarder to make custom clearance timely.
Prepare the packing list/CoA/Bill of Lading/Invoice from supplier/Custom& Inspection letter of authorization to forwarder after chopped by ANNB for custom clearance purpose, fill in tax application paper template and submit to FSSC for pay the tax from AkzoNobel tax payment system. Return tax paper courier by forwarder and courier to FSSC.
For Thiocynate business, coordinate with Japan Customer Service with any communication/documentation issue between suppliers ((COO/COA)) and shipment arrangement with Chinese local forwarder.
Filing all logistics& sales contract hard copy and soft copy on share folder; filing all insurance contracts.
Monitoring contract expiration status and keep informed Sales/Logistics Manager 6-12 month in advance.
- Payment :
Assist accounting collect payment according to invoice, ensure export tax refund completion.
Provide accounting payment collection supporting documents (Bill of Lading, Customer Purchase Order, Customer Invoice, SAP Supplier Purchase Order, Supplier Invoice).
Provide sign off& chop One-Page Contract& Supplier PO Number vs. Tank Number sheet to NRK to enable NRK submitting payment to payment team.
Submit payment request to payment team.
Quarterly demurrage cost list generation and issue debit note to customer.
Payment Verification: verify all logistics cost based on contract rate& vendor invoice monthly
Feedback to vendor inquiry invoice payment status.
- Shipping and delivery coordination
Coordinate customers’ delivery requirements with transportation. Coordinate with logistics and transportation for delivery arrangement for the sales order and feed back to customers and Logistics/Sales Managers accordingly. Follow up transportation and delivery situation. Communicate timely with customers on delivery status.
Notify import duty payable to pay custom duty& VAT
- Accrual logistics cost
Based on supply chain cost sheet to accrual warehouse/logistics cost/tank lease cost for each sales order in SAP.
- Customer complaints handling
Work as the first contact for customer complaint, collect complaints materials and evidence to customer complaint sheet and assign the investigation owner.  Inform customers the procedure and update the treatment. Keep filing of the complaints on share folder.  Follow up with customer compensation in forms of credit note.
- Rebate & Commission arrange
Maintain rebate agreement in SAP & validate commission rate and payment according to agreement.
- Administration
Responsible for team admin, booking stationery, coordinate logistics for foreign visitors and check bill with travel agency. 

Vacancy data


Job characteristics

Closing date

December 31, 2099

Vacancy number










Business unit

Ethylene & Sulfur Derivatives

Sub business unit


Job family


Hierarchy level

Entry Level

Full time/part time


Contract type


Job requirements/Candidate profile

- University education in international trade or logistics
- Have a minimum of 3 years of relevant working experience in customer service
- Good team player
- Self-start work attitude, can work under stress
- Good command of English is a pre requisite
- Working according to the business process, understanding each other and making the team’s job fluent.
- Result oriented and customer focus, entrepreneurial spirit and a team player;
- Experience with SAP
- Safety awareness