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.
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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.
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Adhere to SOX Controls.
- Build and maintain relationships and trust (customers, internal and other external contacts).
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Provide accurate and complete order management.
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Understand the company’s products and services and be updated about processes and trends.
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Meet/exceed monthly KPI metrics and objectives.
Qualifications 要求:
- Bachelor’s degree and 3 years customer service experience (not call center)
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Experience in ERP System (SAP is preferred)
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Fluency in spoken and written English (second foreign language could be extra credit).
- Proficient in Microsoft Office applications (including Outlook, Excel, PowerPoint, Word)
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Team player.
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Ability to handle stressful situations.
- Troubleshooting/problem solving skills.
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Capability of rapid response to emergencies and main-set for long-term solutions.
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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.
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Positive attitude and aptitude to handle change – including ability to manage quickly shifting priorities based on customer needs and current product supply.
