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.
-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, shipping points, 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.
- 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.
-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 resolving of the complaints and respond to customer with resolution.
-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.
Bachelor’s degree and 2 years customer service experience (not call center)
-Troubleshooting/problem solving skills
-Ability to build relationships.
-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