1. Objectives
• Ensure all Customer PO already captured in SAP
• Problem Solving on SAP technical issue
• Responsive on every Complaint & Inquiry from
Customer
• Provide satisfactory information to Business team
(Order Status, Sales)
• Deliver Standardized Customer Order Process to all
Division.

2. OTC Process
Customer
PO
Verification
SAP Order
Entry
Out Bound
Delivery
(OBD)
Shipment
Packing List
Return &
Invoicing
CSR
Fulfillment

3. CSR Process
Role Scope of Responsibility
Customer
Service
• Responsible for All Customer PO Process (Business Group Service Performance:
OTIF, %Complaint, %Pending AR Issue)
• Review Pending Customer PO (Backorder)
• Complaint & Inquiry Handling from Customer / Sales Team
• Monitoring Open SO / Customer PO
• Monitor overall Customer Order Process (Order Entry – OBD – Delivery)
• Provide Daily SO Execution Report
• Provide regular Order Status Report
• Maintain CMIR
• Perform CM/DM
• Perform Return – External reason
Order
Processing
• Verifying Customer PO
• Order Entry
• Follow up Price Variance to Marketer
• Follow up Material Incompleteness to Material Planner
• Follow up Credit Release to Finance
• Instruct OBD Processing to Fulfillment
• Perform SO Return – Internal Reason
• Recap Order Entry Problem and report to Customer Service
• Maintain Material Listing

4. CSR Role
Data Entry
•SAP Order Entry
•Incompleteness
Review
Order
Management
•Follow Up Open SO
•Validate SO
•Backorder Review
Master Data
Maintenance
•Customer Master
•Material – Sales Org.
Reporting
•Division Sales Status
•OTIF
•PO Entry Report
Customer
Relations
•Problem Solving
•Regular Review