• Asia Customer Service Representative

    发布日期 Posted Date 3 weeks ago(31/10/2018 9:31 AM)
    国家 Country
    China
    城市 City
    Nanjing
    招聘人数 # Positions
    1
  • 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:

    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, 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 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 deliery and export team to arrange shipment timely after order clean.
    - Coordinate with freight forwarder to coordinate booking and shipping documents issues.
    - 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:

    Strong analytical skills
    -Detail oriented
    -Confident communication
    -Strong customer service orientation
    -Results oriented
    -Ability to take calculated risks
    -Ability to think out-of-the-box
    -Sense of urgency
    -Initiative/self starter
    -Experience with Microsoft Office applications such as EXCEL, Outlook, PowerPoint, Word
    -SAP experience preferred
    -Takes ownership
    -Ability to multi-task and change priorities quickly
    -Outgoing personality
    -Organized with refined follow-up skills
    -Ability to work effectively in an international team environment
    -Experience in Customer Service (not a call center),  International Trade (Import/Export Order handline), Sales Administration,  Demand and Supply Planning, or Distribution Resource Planning.

    Apply 申请:

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