Noor Jehan Saibani

Order Management Processing: Manage and process customer orders in line with agreed processes, business terms and service levels. Responsible for data and system accuracy ensuring successful execution of customer's orders & returns collaborating effectively with the relevant team members in regions while adhering to strict deadlines to achieve best outcomes.

Operational Service Delivery: Responsible for managing relevant customer & internal requests; Salesforce requests, reporting requirements, master data management, credit returns and related system maintenance with timely processing, & accuracy. Anticipate, identifies and proactively resolve issues by clarifying requirements, determining solutions to provide proactive resolution to achieve service excellence and adhere to operating procedures.

Performance Management: Identify and highlight operational issues and utilize knowledge and skills to offer solutions and recommend potential enhancements to our service to make it easier and more valuable for our customers to do business with Kerry. Consistently exceeding our Global Customer Service KPI's and Internal Service Performance SLA's.

Established a knowledge base for efficient issue resolution, reducing ticket backlog significantly.
Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.

Communication Management: Provides professional, timely, reliable and consistent updates and information sharing with internal stakeholders and team members. Navigates internally to ensure timely proactive resolution of issues, queries and complaints providing a seamless experience. Proactively communicates and de-escalates related issues and identifies solutions and keeps relevant internal contacts in region informed.

Relationship Management: Partners with wider customer care teams in region & builds trusted relationship through positive engagement keeping them apprised of insights, issues and opportunities. Participates in relevant calls, meetings and presentations as requested. Develops strong relationships at a cross enterprise level, partner across function with a customer-focused mindset.

Knowledge Management: Maintain up-to-date knowledge of systems, processes, operating procedures and business requirements. Demonstrating knowledge and expertise of operational activity to support successful outcomes and a positive experience for the customer.

Customer care support:
1. Perform troubleshoot on all sales orders and assist to identify and execute various
enhancement to all management process.
2. Ensure compliance to all company and business policies and administer all open sales order
and ensure appropriate order flow.
3. Manage all communication with all sales department order and process all customer orders
and shipment of products and ensure optimal practices for all processes.
4. Prepare and update various sales orders through appropriate SAP ticket system and provide
update on all SAP orders.
5. Monitor all vendor performance and evaluate all orders and provide all required approvals.
6. Verify all order line and prepare order reports on everyday basis and manage all shipment
and respond to all inquiries for all status order and resolve all customer issues and prepare
efficient schedule for projects.
7. Monitor and evaluate all order issues and resolve in discrepancies in production metrics and
ensure accurate billing of all bookings.
8. Provide an interface with finance department and manage all customer payment processes
and manage all incoming purchase orders from various email locations.
9. Evaluate all weekly metrics and analyze all continuous improvement project and prepare
reports for all requests.
10. To be part of GBS project transitioning and country knowledge transfer for Asean countries
and India.

Facilitating and liaising: part of a great customer care process is to ensure careful execution of
requests. You will be process orientated, paying attention to shipping dates, labeling,
packaging and stock-holding according to customer requirements. Besides you will drive
continuous improvement on all related processes, work instructions, and procedures to ensure
on-going standardization and simplification.
Communicating: a key part of this role is communication with people, and around requests:
expect to share forecasting/market intelligence regarding stock issues to the Planning division.

1. BL draft checking (for LC orders, 3rd party supplier orders and key customer orders)
2. Manage Insurance Certificate (if necessary)
3. Follow up BL receipt status based on ETD
4. Collection of Original Bill of Lading and other documents from goods suppliers
5. Provide full and accurate required documents to internal and external customers. Making sure the BL, Certificates of Analysis (COA), Delivery Notes, and Invoices been provided to customer promptly.
6. Upload / maintain documents in SAP for audit trail
7. Support documents for internal and external audit purpose.
8. Register all and follow-up with all non-conformances in the NCM system. Chase the investigators to ensure a quick and efficient customer response
9. Participate proactively in new workflow for on time & accurate documents
10. Service contact for assigned countries – monitor order status and provide update information to the countries
11. Processing of sales and purchase orders from various Asian sales companies and/or customers in a timely manner.
12. Ensure that delivery capability and reliability of all orders
13. Ensure that a minimum internal cycle time of order processing is achieved by improving the process wherever possible
14. Verifying pricing with Marketing and execute & monitor all guidelines implemented
15. Troubleshooting and problem solving
16. Process debit and credit notes wherever applicable (BU)

1. Replenishment Order
- Prepare weekly Replenishment Order Tracking report for Bonded Warehouse (MYBW) based on Customer Open Order, Forecast, Warehouse Stock Availability and Incoming Tires (GIT) from supplying plants to warehouse
- Monitor Replenishment Orders for UHP and all product group tires
- Check Purchase Orders against Confirmed or Unconfirmed Orders against Forecast
- Generate manual TB order on unconfirmed Orders to Europe and US plant upon request
- Maintaining SAP R/3 SD module System Quota

2. Inbound operations
- Closely monitor the incoming shipment from Europe & US supplying plant by dealing with Supply Chain Planner (SCP) and Traffic team.
- Liaise with warehouse 3rd Party Service Provider on the unloading of inbound containers shipment
- Ensure Good received, Unloading Error Report (UER) are raise by Service Provider if there are discrepancies on the shipment
- Prepare Claims Tracking Report on UER
- Confirm draft Bill of Landing (BL) to Freight Forwarder (FF) and provide shipment document such as Invoice and Packing List for custom clearance purposes
- Liaise with FF on Custom clearance process

3. Outbound Operations
- Review and confirm order line for Direct Shipment customers and RDCs.
- Prepare weekly Replenishment plan for Bonded Warehouse inventory to Europe and US supplying plant
- Prepare Shipment Unit (SU) for all customer shipments and RDCs warehouse based on stock availability. Arrange shipment using 20GP, 40GP, 40HC, LCL, courier and airfreight to customer upon request
- Request vessel booking via appointed Freight Forwarder

4. Stock Management
- Ensure and monitor the stock movement against SAP system transaction
- Monitor warehouse Inventory and date of manufacturing (DOM), must be accurate with physical tires stored in warehouse
- Execute stock count exercise and cycle count as per physical count master plan

5. Transport Tracking – TPT
- Prepare bonded warehouse transport/OB Freight Cost Tracking

6. Customs Malaysia
- Prepare Warehouse Stock report, submit and liase with Customs Malaysia regarding Conti tire stocks.
- Ensure the monthly warehouse report are accurate and send to Custom Department before due date

7. To handle project management if require

1. Responsible and accountable for costing/Inventory of FL, FB, PS, FP operations
2. Run costing activity job for the month (3 times in a month)
3. Ensure timely month end closing with accuracy
4. Reconciliation of Direct/Indirect Inventory, WIP
5. Prepare monthly report for WIP, Inventory, Cost of Sales, Sales Analysis, Cost of Quality, Standard % of Actual and Costing Variance Analysis
6. Provide inventory change estimate every quarter
7. Preparing the Price Variance report on HDD
8. Conduct physical audit of direct/ indirect inventory, WIP, invoice upon shipment
9. Standard cost review/setting every quarter
10. Update sales by technology/ product for forecast and budget
11. Provide support to of FL, FB, PS, FP finance for all costing matters
12. Preparation of audit schedules and documents & SOX documents
13. Support the cost accounting group and responsible for month-end inventory close, reviewing and closing work orders, reconciling inventory accounts, preparing journal entries and month-end reports.
14. Support the group to prepare the Monthly budget, Quarterly budget and also the Yearly department budget
15. The individual will perform standard cost roll up, assisting with audit sampling and will provide analysis on manufacturing related variances including scrap, purchase price, rework and work order variances. Will also work with Operations, Purchasing, Engineering and Document Control to coordinate and establish accurate standard product cost in SAP system