Customer Service Support Specialist

Responsibilities

Description:        
We are looking for a customer service business support specialist that can ensure accurate and timely billing and adjustment activities are effectively managed according to identified processes, business rules and compliance requirements.  Job duties will include but are not limited to the following:  billing adjustments, miscellaneous billings, quarterly railcar demurrage billing, import and export activities, retro price adjustments, account discrepancies, complaint handling, sample processing, etc.  Knowledge of handling letters of credit, bill of lading and other shipping documents in support of order processing and delivery activities is preferred.  This position will require that the applicant have the ability to work across time-zones with other Eastman offices.
•    Effectively build relationships by providing appropriate and timely responsiveness.  Develop an internal and external network to be utilized to support customers and internal partners.  External networks may include government agencies, 3rd party providers, banks, etc.
•    With direction; collaborate, coordinate and implement solutions in support of customers and cross functional partners while seeking the most optimal solution for both the customer and Eastman.
•    Identify and implement continuous improvement in Supply Chain processes that increase value capture and optimize efficiency and effectiveness resulting in individual success.
•    Actively participate on projects and teams.
•    Comply with all process requirements including Standard Operating Procedures, Sarbanes Oxley guidelines and revenue recognition rules.  Responsible of compliancy with customs and reporting on time of activities to customs.
•    Proficient in area of assignment due to thorough understanding of processes. 
•    Communicate effectively and consistently within natural work unit to support back-up requirements and ensure gleaned knowledge is shared appropriately.

Job Expectations – Billing Adjustment
This position is to handle billing adjustments in a timely manner and create credit/debit memo successfully to achieve accurate invoicing to customers and comply with finance regulatory requirement. 

HOC CSS receives billing adjustment request from Customer Service Representative and executes credit/debit memo generation in SAP through appropriate approval process in strict compliance of SOX audit and finance regulation requirements. 
•    Proper execution of DCAR or IAF form 
•    Selection of correct credit type 
•    Selection of correct reason code 
•    Responsibility to apply correct price 
•    Proper amendments of created credit or debit memo in SAP 
•    Proper creation of clear customer text  
•    Forwarding to correct approver 
•    Timely communication of status to CSR 
•    Proper filing  

Skills

Skills required:

 Experience :  2-3 years experience in a customer support role (ideal candidate will have experience in SAP execution for export documentation, billing adjustments, customs clearance, miscellaneous billings, etc.)
 Qualification: A bachelor’s degree in a related field (Business Administration, Supply Chain, Marketing, etc.) from an accredited college or university is preferred 

•    Exceptional attention to detail with the ability to produce accurate, error-free results
•    Strong organization skills with focus on completing tasks through closure and follow-through
•    Experience with SAP, Complaint Management Systems and SharePoint a plus
•    Excellent written and oral communication and listening skills
•    Strong computer skills, including proficiency in Excel and Word are required
•    Must work well under pressure, with time demands and have ability to multi-task in a dynamic business environment  
•    Strong interpersonal skills and the ability to work well with others
•    Multilingual language skills as required by business and/or region