Senior Associate Specialist, Customer Service

Job Overview

Works in Nanjing Shared Service Center.

Responsibilities

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.

Logistics Coordination - Coordinate with Export/import team to arrange shipment, coordinate booking and shipping documents. - Coordinate with marine coordinator to nominate bulk vessel status. 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 resolution 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.

Qualifications

- Bachelor degree and 2 years above customer service experience (not call center) - 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