Senior Associate Specialist - Customer Service

Job Overview 综述

Responsible for perfect order fulfillment within the order to cash processes to ensure customer satisfaction.  Order to cash includes order entry, pricing verification, customer service/problem resolution, assists with collections and master data maintenance.

Responsibilities 职责

CUSTOMER SERVICE      

-Ensure perfect order fulfillment of orders and resolve issues as required. 

-Gain approval from sales management to provide billing adjustments.

-Key customer service contact for customers and/or service providers.

-Maintain key internal relationships including marketing, sales, supply chain planning, shippoints, ESHA, QAC and QAS, application development, product management, Credit, Financial Shared Services, and Procurement.

-Support preventive and corrective action in personal area of influence.

-Update customer master information in SAP including clarifying and recommending credit limits in coordination with Credit Management.

-Interact with third party service providers (i.e. Freight Forwarders, Carriers, Terminal/Warehouses, Vendors).

-Adhere to SOX Controls.

-Process sample requests by following responsible care guidelines and approvals.

-Support and train customers on e-business platforms.

-Monitors and ensures resolution of order and delivery blocks.    

-Provide price confirmation to the customer, perform price verification between SAP and customer PO, and maintain communication about pricing to the account manager and sales management.

LOGISTICT COORDINATION

- Coordinate with delivery and export team to arrange shipment timely after order clean.

- Coordinate with freight forwarder to arrange booking and liner shipment on time and monitor shipment movement status.

- Coordinate with marine coordinator to nominate bulk vessel status. 

PROBLEM RESOLUTION     

-Proactive process all billing related adjustments (return, credit/debits.)

-Analyze data to identify and eliminate the root cause of related exceptions.

-Investigate invoice exception.

-Coordinate the Quality Notification process by receiving customer complaint and entering into SAP. Coordinate swift resolvement of the complaints and respond to customer with resolution.

OTHER         

-Responsible for coordinating all customer queries and requests for product literature, reports, paperwork, quality and product stewardship information. 

-Ensure compliance of department to safety targets, ISO, Sarbanes Oxley, and Regulatory.

-May visit strategic customers together with Account Manager.

-Forward important customer information to the responsible Marketing and Sales Management, CSE, Product Management, Planning & Scheduling and coordination of relevant actions at customer relevant processes.

Qualifications 要求

Bachelor’s degree and 3 years customer service experience (not call center)

-Troubleshooting/problem solving skills

-Ability to build relationships.

-Team player

-Ability to handle stressful situations  

-Understanding of exports/imports, regulations, letters of credit, revenue recognition, documentation requirements, regulated products.

-Fluency in spoken and written English. 

- Positive attitude and aptitude to handle change – including ability to manage quickly shifting priorities based on customer needs and current product supply

- Good time management skills and ability to self-manage incoming requests and demands based on deadlines and business/customer requirements

- Manages conflict: Handling conflict situations effectively