Opportunities in China

Full Job Description

Job Overview 综述

Senior Associate Specialist plays a key role in fulfilling customers’ order for the Performance Material business. She / he is responsible for perfect order fulfillment within the order to cash process to ensure customer satisfaction. Order to cash includes order entry, pricing verification, order tracking, customer service/problem resolution, assists with collections and master data maintenance, billing coordination, complaint handling.

Responsibilities 职责

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

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

• Maintain key internal relationships including Order coordinator, Sales, Logistic operation, Import/Export, Supply chain planning, Scheduling, Product manager, Trade compliance, Credit, Accounting, Tax, Financial Shared Services, Quality etc.

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

• Monitor and ensure resolution of order defects and 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.

• Understand the company’s products and services and be updated about processes and trends.

• Interact with third party service providers (i.e. Freight Forwarders, Warehouses, Vendors).

• Support preventive and corrective action in personal area of influence for issues.

• Follow established policy, company business rules and standard processes to ensure compliant order flow.

• Adhere to SOX Controls.

• Meet/exceed monthly KPI metrics and objectives.

Qualifications 要求

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

• Experience in ERP System (SAP is preferred)

• Fluency in spoken and written English (CET6)

• Proficient in Microsoft Office applications (including Outlook, Excel, PowerPoint, Word)

• Team player.

• Ability to handle stressful situations.

• Troubleshooting/problem solving skills.

• Capability of rapid response to emergencies and main-set for long-term solutions.

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

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

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