Planner (Supply Chain)

The purpose of the role is to assure the export deliveries to the countries in scope for packed goods. Focus is mainly on primary distribution (IUS) and third party export customers (secondary distribution). This covers order entry and order processing in SAP, availability checks and allocation in coordination with Planning and Demand Managers, delivery planning and scheduling with the warehouse, freight forwarders and customers after the shipment. Further the preparation of the necessary export documents, invoicing and all correspondence with the customer. Solving daily logistic issues ( e.g. claims, customer requirements) with the warehouse, forwarders and plant is part of the Export Admin role. Export administrators are required to have a broad understanding of Customer Service processes to enable a high percentage of first contact resolution and will continually manage customer expectations through various contact channels. KEY ACCOUNTABILITIES • Coordinate transportation and S & H daily operations taking into account capacity constraints and business priorities. • Ensure and follow up BP HSSE rules and policies are complied with for all S & H and transportation activities • Provide excellent Customer Service in order to continuously improve relationships with customers. • Support Distribution/Logistics Manager in auditing activities as required. • Work closely with logistics providers and customers to manage logistics queries and complaints • Maintain freight costing data in SAP in order to ensure a correct estimation of logistics providers invoices Functional • Implement day to day customer service related operational tasks to ensure delivery meets customer expectations and is consistent with set process performance indicators, applicable service level agreements and the customer service functions core values. • Leverage deep understanding of specific customers, processes / systems and act as a point of contact for any verbal or written form of enquiries from external customers and internal customers from the BP Business and third parties. These customers will include local operations, hauliers and governmental authorities (e.g. tax inspectors, customs agents, chamber of commerce, etc.) as well as 3rd parties. • Proactively resolve customer issues (working with other teams as appropriate): • Take ownership and resolve escalated telephone and written customer issues • Route issues to Lubricants where appropriate for investigation/resolution. • Provide customer service via the internet, phone, fax and email to support activities including: • Order processing and order fulfilment. Sales order tracking. • Monitor supply outages and react accordingly for incoming and existing orders. • Complaint resolution, identification and management of complaint root causes. • Log, assign and track progress of queries and customer requests from receipt to completion ensuring data is accurately entered and maintained in all customer service and data collection systems. Service Management & Continuous Improvement • Manage and maintain customer expectations, referencing pre-established service level agreements where applicable. • Make recommendations on existing knowledge base documents and identify knowledge gaps. • Build and maintain strong relationships with both the customer and internal business partners through the provision of timely, accurate and high quality service. • Perform user acceptance testing in service centre technology and ERP systems to help ensure effective enhancement execution. PREVIOUS EXPERIENCE • Relevant educational background or equivalent experience • Proficient in Thailand Language is Mandatory for this role • Relevant experience in export operations/management and customs (2years +). REQUIRED SKILLS/EXPERTISE • Fluent in THAI LANGUAGE • Excellent knowledge of Incoterms. • Comprehensive knowledge of all documents related to International Trade (B/L, EUR1, COO, customs documents). • Legal knowledge of customs, ADR and Excise goods. • Base knowledge of P2P and Freight Costing processes. • Knowledge of Atlas is an advantage. • Active listening skills. • Able to meet deadlines through good time management and allocation of priorities. • Good balance of general customer service skills and knowledge of the distribution industry. • Strong service orientation - demonstrating the ability to set and maintain high standards of customer service, actively looking for ways to satisfy the customer. • Excellent team member encouraging and respecting the contribution of others and proactively sharing information and ideas. • Strong interpersonal skills with an awareness of different cultures within the customer base, team and organization • Must demonstrate a strong understanding of customers’ needs / behaviours • Excellent written/oral communication skills and ability to build effective working relationships • Strong problem solving skills • Highly motivated • Experience using SAP and/or Siebel and MS Office application