Senior Customer Service Officer (Metals)

RIO TINTO MARKETING PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A global leader in aluminium seeks a Customer Service Officer (Metals) in Singapore. The role involves ensuring exceptional customer service and efficient management of customer orders and communications with various stakeholders. Ideal candidates will possess a Bachelor’s degree, relevant experience, and strong problem-solving skills, alongside proficiency in Excel and Power BI.

Qualifications

• Bachelor’s degree with 2-3 years of relevant experience.
• Excellent written and spoken English; additional language is advantageous.
• Experience in managing customer expectations and resolving issues.

Responsibilities

• Deliver customer service excellence through communication and stakeholder engagement.
• Manage the order-to-cash execution of each contract independently.
• Coordinate and manage customers’ monthly orders and pricing declarations.

Skills

Communication

Attention to detail

Negotiation

Problem-solving

Time management

Analytical skills

Education

Bachelor’s Degree

Tools

Excel

Power BI

SAP

Job description

Why explore

• A challenging opportunity to work in our World Class Aluminium commercial team
• Exposure to global operations, processes, and stakeholders
• Gain exposure across our global commercial business
• Based in Singapore, a global commercial hub for Rio Tinto

About the role

The objective of RTA Sales & Marketing (S&M) is to be the preferred supplier of aluminium to customers in our selected market areas. The Asia Pacific (APAC) S&M Team manages the planning, sales, delivery, collection, and reporting process for four aluminium smelters in Australia and New Zealand, producing approximately 1 million tons of primary aluminium products for regional (principally Asia Pacific) markets.

We are looking for a Customer Service Officer (Metals) to deliver customer service excellence through strong communication and stakeholder engagement skills at all times in relation to the sales of Aluminium in the Australian and New Zealand domestic markets and/or the Asia Pacific regions.

This role is a great opportunity to ensure clear communication channels and engagement with all internal and external bodies, including customers, port agents, logistics companies, and other internal departments such as commercial service, logistics, and finance, to coordinate deliveries and ensure contractual obligations are met while always adhering to internal control and compliance

Reporting to the Team Lead, Customer Service, you will

• Understand the customer’s needs and respond to all customer enquiries/ requests in a timely fashion.
• Assist with implementing customer solutions that create value for RTA and our customers and complement RTA's operations or future development opportunities.
• Develop and maintain effective business relationships with internal and external stakeholders,s including but not limited to Sales, Metal Management, Portfolio, Logistics, and Commercial Services as required.
• Full understanding of Incoterms, supply chain workflow, and payment terms.
• Ensure flawless deliveries for all Aluminium transactions by maintaining clear and auditable electronic records for all contracts.
• Manage the order-to-cash execution of each contract independently.
• Manage the shipping/ trucking and forecasting, supply, and demand processes to meet customers’ requirements and internal stakeholders within the production, inventory, and logistics team.
• Coordinate and manage customers’ monthly orders and pricing declarations through the creation and maintaining of sales orders.
• Be able to multitask customer requirements, coordinate shipments/ deliveries, pricing, resolving queries, and reporting.
• Identify areas of risk and ensure these are escalated promptly and addressed/ mitigated.
• Support and facilitate business improvement projects with the key objective of ensuring the capability to scale business-as-usual activities (BAU) efficiently and launch new initiatives with agility.
• Engage with internal stakeholders based in Singapore, eg, Digital, Logistics, Metal Management, Commercial Services, in the delivery of sales execution and business improvement projects.
• Provide support and back-up for Sales execution in export and/or domestic regions as required by the Business.

About you

To be successfully considered for this role, you will have:

• Bachelor’s Degree qualification with 2-3 years of relevant experience.
• Excellent communication, both written and spoken English, additional language advantageous.
• Commitment to always delivering exceptional customer service.
• Managed customer expectations through negotiations and resolved issues.
• Attention to detail.
• Ability to operate effectively, accurately, and independently under pressure in a multi-tasking environment.
• Good Proficient use of Excel and Power BI.
• Strong communication skills and the ability to work collaboratively across internal teams and externally.
• Exposure to SAP or other similar ERP systems will also be beneficial.
• Strong time management and analytical skills, and the ability to work in a highly dynamic/complex business environment, managing deliverables and stakeholders whilst maintaining autonomy and self-motivation.
• Strong problem-solving skills.