Sr Associate Customer Service

发布日期 Posted Date 4 weeks ago(28/6/2021 2:10 PM)
国家 Country
China
城市 City
Nanjing
招聘人数 # Positions
1

Responsibilities 职责:

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.

 

CUSTOMER SERVICE

  • Ensure perfect order fulfillment of orders and resolve issues as required.
  • Gain approval from sales management to provide billing adjustments.
  • Be the key customer service contact for customers and/or service providers.
  • Maintain key internal relationships including marketing, sales, supply chain planning, shippoints, Quality, application development, product management, Credit, Financial Shared Services, and Procurement.
  • Support preventive and corrective action in personal area of influence.
  • Update customer master data 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 Order 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 Export/import team to arrange shipment, coordinate booking and shipping documents.
  • Coordinate with marine coordinator to norminate bulk vessel status.

PROBLEM RESOLUTION

  • 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 solution.

OTHER

  • Responsible for coordinating all customer queries and requests for product literature, reports, paperwork, quality and product stewardship information.
  • Ensure compliance to safety targets, ISO, Sarbanes Oxley, and Regulatory.
  • May visit strategic customers together with Account Manager.
  • Foward important customer information to the responsible Marketing and Sales Management, CSE, Product Management, Planning & Sheduling and coordination of relevant actions at customer relevant processes.

Qualifications 要求:

  • Bachelor degree and 2 years above customer service experience (not call center)
  • Have international trade knowledge and experience at international liner shipments.
  • 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

Apply 申请:

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