Senior Associate Specialist, Customer Service

Job Overview 综述

Senior Associate Specialist plays a key role in fulfilling customers’ order for the Performance Material business. She / he is responsible for perfect order fulfillment within the order to cash process to ensure customer satisfaction.  Order to cash includes order entry, pricing verification, order tracking, customer service/problem resolution, assists with collections and master data maintenance, billing coordination, complaint handling.

Responsibilities 职责

• Ensure perfect order fulfillment of orders and resolve issues as required. 
• Key customer service contact for customers and/or service providers.
• Maintain key internal relationships including Order coordinator, Sales, Logistic operation, Import/Export, Supply chain planning, Scheduling, Product manager, Trade compliance, Credit, Accounting, Tax, Financial Shared Services, Quality etc.
• Update customer master information in SAP including clarifying and recommending credit limits in coordination with Credit Management.
• Monitor and ensure resolution of order defects and 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.       
• Interact with third party service providers (i.e. Freight Forwarders, Warehouses, Vendors).
• Support preventive and corrective action in personal area of influence for issues.
• Follow established policy, company business rules and standard processes to ensure compliant order flow.
• Adhere to SOX Controls.
• Build and maintain relationships and trust (customers, internal and other external contacts).
• Provide accurate and complete order management.
• Understand the company’s products and services and be updated about processes and trends.
• Meet/exceed monthly KPI metrics and objectives.

Qualifications 要求

• Bachelor’s degree and 3 years customer service experience (not call center)
• Experience in ERP System (SAP is preferred)
• Fluency in spoken and written English (second foreign language could be extra credit). 
• Proficient in Microsoft Office applications (including Outlook, Excel, PowerPoint, Word)
• Team player.
• Ability to handle stressful situations.  
• Troubleshooting/problem solving skills.
• Capability of rapid response to emergencies and main-set for long-term solutions.
• Understanding of exports/imports, regulations, letters of credit, revenue recognition, documentation requirements, regulated products.
• Advanced time management skills and ability to self-manage incoming requests and demands based on deadlines and business/customer requirements.
• Positive attitude and aptitude to handle change – including ability to manage quickly shifting priorities based on customer needs and current product supply.