Senior Associate Specialist, Customer Service

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.

• 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.

• Build and maintain relationships and trust (customers, internal and other external contacts).

• Provide accurate and complete order management.

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

• 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 (second foreign language could be extra credit).

• 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.

Verified from public schema.org JobPosting structured data on the official source page. The complete published description, responsibilities, requirements and benefits were normalized when present; unstated facts were not inferred.