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POSITION PURPOSE           

 

This position is contact window to customers to handle customers’ queries and orders including prompt and efficient order handling, timely preparation of required order and shipment documents, delivery arrangement and accurate billings to customer. In addition, the CSR for this position will be required to provide support to sales team to file issues and complaints reported by customers and also follow up on final response to customers. The position will also need to communicate with various internal functional teams in daily operations in order to complete order fulfillment and billing process in timely basis.

 

 

JOB FUNCTIONS:

Customer Service Representative is responsible for all daily operations related to customer orders with contacts with customers, plant, sales, MTS, business group, accounting, credit. This includes:

 

  • Respond and follow up enquiries from customers.
  • Process customer orders as per standard order process.
  • Monitor materials availability against customer demand. Coordinate with relevant commercial, supply chain and credit personnel to complete order fulfillment tasks on timely basis.
  • Provide customer service and build up customer relationship via daily communication with customers.
  • Manage billings to customers on timely basis by issuing accurate SAP Invoices/ VAT invoice to customers.
  • Be first contact in case of emergency or complaint from customers and responsible for feedback to customers once investigation completed.
  • Managing billing adjustment and defective returns as per SOX compliant process.
  • Participate Supply Chain related projects to support CSR process changes and improvements.
  • Conduct customer visits to key customers when required
  • Attend sales meetings to understand business plan and provide support from CSR perspective.
  • Effectively mine and communicate market intelligence information gleaned from the customer while adhering to legal requirements and antitrust laws.  Effectively investigate and analyze customer data to ensure thorough knowledge and understanding of customers within assigned sales territory.
  • Identify and/or implement continuous improvement in Supply Chain processes that increase value capture and optimize efficiency and effectiveness Actively participates in projects and teams.
  • Comply with all Customer Service process requirements including Standard Operating Procedures and all Sarbanes Oxley guidelines.

 

 

 

KNOWLEDGE AND SKILL REQUIREMENT

 

Required Degree / Education: Bachelor degree

 

Nice to Have Education:


Required Skills/Knowledge:

Excellent interpersonal skills

A strong team player

Customer focus

Process Oriented

Pro-activeness & initiative

Can-do working attitude

Fast learner

Multi-tasks managing ability

Work well under pressure

Professional English communication skill

Strong sense of resonponsibility and collaboration

 

Nice to Have Skills/Knowledge: SAP knowledge in SD modules

 

Required Experience:

  • At least a Bachelor Degree holder
  • At least 3 years of relevant experience in customer service/order fulfillment
  • Able to work in a multi-cultural team environment
  • Experience in ERP system
  • Experience in servicing the customers from Asia Pacific region.
  • Strong spoken/written communication skills in both Mandarin and English.
  • Knowledge and understanding of transportation modes (air, rail, truck, ocean), the freight forwarder industry, export documentation and letters of credit, government regulations and export controls requirements will be a plus.
  • Good understanding of INCO & payments terms
  • Good understanding of manufacturing scheduling and lead-times.
  • Good planning, analytical, organizational problem-solving skills.


Job Segment: Customer Service Representative, ERP, Logistics, Supply, Customer Service, Technology, Operations

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