大连招聘

Purpose

This position is responsible to manage day to day customer service activities with Electronic Materials customers. This role serves as the key interface to ensure that customer orders, complaints and special handling activities are processed timely, accurately and efficiently.

 

Nature and Scope

This position acts as the customer interface for order management and complaints. The position supports the business by providing best services, meeting customer requests and customer satisfaction. The incumbent aligns with the direction and vision of each strategic business unit as well as providing customer level custom service to be the leading and most responsive supplier to our customers and the electronics industry.

  

PRINCIPAL ACCOUNTABILITIES

1, Coordinating and executing customer service activities, including order management, customer communications, managing customer’s complaints and special handling tasks.

2, Achieving and maintaining customer satisfaction while ensuring internal processes and procedures are rigorously respected in a dynamic business environment.

3, Responsible for compliance with global, business, and department processes, procedures, and practices, including Basic Safety Process, Product Stewardship, regulatory and SOX requirements.

4, Managing customer incoming/outgoing emails, phone calls, customer websites or company websites, faxes and other customer specific requirements in the business.

5, Managing customer service activities through the SAP system, or other required applications and practices in the business

6, Building and maintaining excellent Customer Relationships with responsive service and urgency.

7, Managing timely execution of customer orders and complaint. Following up on outstanding orders and issue resolution.

8, Provide vendor managed inventory for order replenishment

9, Create delivery and perform goods issued for consignment transactions

10, Managing special handling tasks for electronic customers including consignment activities, blanket purchase order management, customer website transactions, data bundle, self-billing activities, forecasts and replenishment orders, stock reconciliation and other special requests for the business.

11, Communicating effectively with different functional teams in the business and support functions including Sales, Sales Support, Supply Chain, Quality and Market Management.

12, Liaise and coordinate with local supply chain to deliver the goods

13, Manage accurate pricing in the sales orders and ensure pricing complies to business rules and SOX rules.

14, Manage automated data bundles for custom certificate of analysis.

15, Create debit and credit memos, holding adjustments as required and liaise with billing team

16, Support Special Tracking Service for customers that request special services for margin enhancement purposes.

17, Responsible to comply with export regulations and documentation

18, Work with Freight Forwarders to ensure customers shipment arrived as expected.

19, Work with supply chain and common carrier for delivery to customers.

20, Compliance to establish processes and procedures including standard business processes, global trade compliance and safety standards.

21, Manage and coordinate customer returns such as full container, empty container, refurbishing container, customer owned containers.

22, Managing customer service documentation including job aids, work instructions and any specific customer activities associated with accounts.

23, Support testing and new enhancement releases, specific for Power User role

24, Run reports periodically for clean desk policy focus, such as open order, billing blocks, ATP escalation, etc.

25, Other responsibilities as defined by manager or designee

                                                                                                                         

MINIMUM REQUIREMENTS AND QUALIFICATIONS

1, Require a diploma or degree in Business Administration or related areas

2, Minimum of 3 years’ customer service experience is required

3, Transactional experiences in SAP ERP system of Order Management is required

4, Excellent written and verbal communication skills

5, Detail oriented in handling and following up on customer orders, complaints, and custom requests

6, Ability to work in fast paced and dynamic team environment

7, Strong problem solving abilities are required

8, Excellent work ethic and positive attitude are required

9, Ability to manage and adapt with change environment

10, Data quality focus

11, Proficient in standard PC operations (Microsoft Outlook, Excel, Word, Power Point etc.).

12, Knowledge and experience handling consignment is highly preferred

13, Fluent in Mandarin language - both speaking and writing abilities are important and required to support China customers

14, Good in English language- both speaking and writing abilities are highly preferred

Versum Materials, a part of the Performance Materials business of Merck KGaA, Darmstadt, Germany, is a best-in-class electronic materials company providing high-purity chemicals and gases, delivery systems, services and materials expertise to meet the evolving needs of the global semiconductor, display and LED markets.

Versum Materials (NYSE: VSM) (versummaterials.com) is a best-in-class electronic materials company providing high-purity chemicals and gases, delivery systems, services and materials expertise to meet the evolving needs of the global semiconductor, display and LED markets. Derived from the Latin word for “toward,” the name “Versum” communicates the company’s deep commitment to helping customers move toward the future by collaborating, innovating and creating cutting-edge solutions.

A global leader in technology, quality, safety and reliability, Versum is one of the world’s largest suppliers of next generation CMP slurries, ultra-thin dielectric and metal film precursors, formulated cleans and etching products, and delivery equipment that has revolutionized the semiconductor industry. Versum Materials operated for more than three decades as a division of Air Products. An independent company since October 2016, Versum has annual sales of about US$1 billion, 1,900 employees and 10 major facilities in Asia and the North America. It is headquartered in Tempe, Arizona.