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.
-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.
*Bachelor degree and 3 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
Strong analytical skills
-Strong customer service orientation
-Ability to take calculated risks
-Ability to think out-of-the-box
-Sense of urgency
-Experience with Microsoft Office applications such as EXCEL, Outlook, PowerPoint, Word
-SAP experience preferred
-Ability to multi-task and change priorities quickly
-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.