CUSTOMER
SERVICE

-Ensure
perfect order fulfillment of orders and resolve issues as required.

-Gain
approval from sales management to provide billing adjustments.

-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 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
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.

LOGISTICT
COORDINATION

-
Coordinate with delivery and export team to arrange shipment timely after order
clean.

-
Coordinate with freight forwarder to arrange booking and liner shipment on time
and monitor shipment movement status.

-
Coordinate with marine coordinator to nominate bulk vessel status.

PROBLEM
RESOLUTION

-Proactive
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 resolution.

OTHER

-Responsible
for coordinating all customer queries and requests for product literature,
reports, paperwork, quality and product stewardship information.

-Ensure
compliance of department to safety targets, ISO, Sarbanes Oxley, and
Regulatory.

-May
visit strategic customers together with Account Manager.

-Forward
important customer information to the responsible Marketing and Sales
Management, CSE, Product Management, Planning & Scheduling and coordination
of relevant actions at customer relevant processes.

Required
Knowledge/Skills/Abilities:

Bachelor’s degree and 3 years customer service
experience (not call center)

-Troubleshooting/problem solving skills

-Ability to build relationships.

-Team player

-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

- Manages conflict: Handling conflict
situations effectively