Senior Associate Specialist, Customer Service

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.

CUSTOMER SERVICE

-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, ship points, Quality, 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.

PROBLEM RESOLUTION

-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 solution.

OTHER

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

-Ensure compliance 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.

- Bachelor degree and 2 years above customer service experience 

- Have international trade knowledge and experience at international liner shipments.

- 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