Senior Associate Specialist, Customer Service

Full Job Description

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