Customer Service Representative

Akzonobel; Yerrampalli; On-site; INR 350,000 - 550,000; Full time

Job summary

AkzoNobel is seeking a Customer Service Representative to process and follow up sales orders, ensuring OTIF delivery and acting as the main liaison between Sales and internal departments. You will analyze data to improve service levels and support sales teams in delivering superior customer service.

The role requires 5+ years in Customer Service, a business degree, strong communication, coordination skills, and proficiency with SAP and BI tools.

Qualifications

• Minimum 5 years in Customer Service or related role.
• Degree in Business Administration, Sales & Marketing.
• Strong communication and coordination skills; fluent English.

Responsibilities

• Ensure OTIF delivery and accurate order processing.
• Serve as liaison between Sales, site and functions to resolve issues and improve service levels.
• Support order-to-cash activities and data analysis to improve SLA and customer satisfaction.

Skills

Customer Service

Communication

Independent

English

Coordination

Education

Bachelor's in Business Admin / Sales & Marketing

Tools

SAP

PowerPoint

BI tools

Job description

Vacancies Customer Service Representative (55337)

Requisition ID55337-Posted08/05/2026-Shanghai, Xin Jin Qiao Road1515, Pudong- Posting Country:State (1) -G9

Since 1792, we’ve been supplying the innovative paints and coatings that help to color people’s lives and protect what matters most. Our world class portfolio of brands – including Dulux, International, Sikkens and Interpon – is trusted by customers around the globe. We’re active in more than 150 countries and use our expertise to sustain and enhance the fabric of everyday life. Because we believe every surface is an opportunity. It’s what you’d expect from a pioneering and long-established paints company that’s dedicated to providing sustainable solutions and preserving the best of what we have today – while creating an even better tomorrow. Let’s paint the future together.

The role of the Customer Service Representative is to process and follow up sales orders timely and accurately, play the role of contact window between sales and site /functional departments to make sure of the order OTIF, help salesperson and customers to download and analysis data to improve the customer service level

Key Accountabilities

1. (50%) process and follow up third -party order related activities

• Order input timely and accurately and follow up (from Customers, Sales )
• Invoice issued and posted timely and accurately
• Paints Delivery coordination with Customers and Logistics
• Paints transfer coordination with Customers and planning
• Urgent order coordination with Customers , planning and production
• Credit, order release application and Payment collection coordination with GBS Finance, Sales and customers
• Periodic outer warehouse inventory check and transfer to main warehouse to speed up inventory turnover
• Control and reduce SLOB through optimized order to delivery activities
• Manage tinted items production and delivery manually to reduce tinted item SLOB
• Regular RDD change to improve OTIF and reduce backorder quantity

2. (20%) Service level focus

• Support the Customer Service Supervisor to carry out Service level framework
• Support the Customer Service Supervisor to carry out in control and out control check
• Collaborate with internal functions to resolve customers complains
• Help salespersons and the customers to download and analysis data to improve the service level
• Deliver actionable insights to improve SLA and customers satisfactions

3. (30%) FFM order activities

• FFM order check and revise
• Timely reply to overseas supply inquiry
• Regular RDD change to improve OTIF and reduce backorder quantity
• Regular communication with TSR, the agent and owner to improve Customers satisfactions and order OTIF
• Be familiar with the customs declaration procedure.
• ICD invoices issued and posted timely and accurately

Order

• Order activities , e.g. Order input timely and accurately , RDD accuracy, Reject and Return orders. Urgent orders arrangement
• Sales support activities, work closely with Sales, GBS I2C to align and define issues in credit and overdues.
• inventory check and turnover to reduce SLOB
• Actively participate in continuous improvement activities in driving efficient order processing, such as Digital order

SLA

• Follow up the vessel schedule timely to ensure OTIF delivery
• Act as a liaison between customer and internal functions to ensure all customer expectations are communicated, understood and met throughout the organization in a timely and effective manner.
• Other duties as required in support of the company and Customer Operations Department strategy implementations.

• Ensure Sales order input accuracy and timeliness.
• Ensure price input and invoices issue accuracy and timeliness
• Ensure customer master data accuracy
• Ensure delivery OTIF
• Implementation of Customer Operations Departments’ strategy, e.g. SLA
• Ensure Order to cash process are well carried following Akzo Nobel Global process and compliance requirements.
• Proactively identify and drive resolutions to addressing customers complaint

Key Activities

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Experience

Minimum 5 years working experience in Customer Service
Degree in Business Administration, Sales & Marketing’s.
Can work independently, excellent communication skills & inter-personal skills.
Responsible, proactively define issues and facilitate end to end resources/supports to resolve problems in meeting customers’ requirements.
Self-motivated, strong sense of continuous improvements.
Coordinating skills; Prioritize and coordinate different requirements to ensure customer satisfaction and solid end to end delivery
Language requirements: local language and excellent English skills
System skills: Familiar with operation systems - SAP, Analytical BI, PowerPoints

Education

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At AkzoNobel we are highly committed to ensuring an inclusive and respectful workplace where all employees can be their best self. We strive to embrace diversity in a context of tolerance. Our talent acquisition process plays an integral part in this journey, as setting the foundations for a diverse environment. For this reason we train and educate on the implications of our Unconscious Bias in order for our TA and hiring managers to be mindful of them and take corrective actions when applicable. In our organization, all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.