广州招聘

Scope of Responsibility

§ Country responsibility: Mainland China and Hong Kong Customer Service (CS) and Sales Support (SS) Main Responsibilities ？ Manage and direct a team of customer service and sales support professionals responsible for daily order enquiries, quotation follow up, order processing, delivery, invoicing, return, cash collection, and complaint management ？ Responsible for customer service yearly budget ？ Development of the Customer Service vision and strategy ？ Define, implement and deliver on CS & SS Scorecard objectives & targets ？ Develop customer service policies, standards, feedback, and complaint procedures ？ Monitor calls to improve quality, minimize errors and track operative performance, design and deliver training programs, escalating concerns or business practice that fall outside of the purview of sales or company policy ？ Help to solve problems that affect the service, efficiency, and productivity of the front end customer service. ？ Training and coaching call center staffs to deliver a high standard customer service. ？ Monitor productivity of customer service representatives and develop strategies for continuous improvement of customer experience ？ Initiate and implement order to cash process re-engineering projects to improve process and cost efficiency Requirements: ？ University degree ？ At least 10 years and above experience in customer service, sales support, and supply chain management ？ Solid experience in customer service management, order processing, supply chain, and logistics management ？ Familiar with SAP system, especially in SD and MM module ？ Excellent communication skills and a proven record for coaching and developing employees ？ Patient and detail oriented to solve operational issues proactively ？ Fluent in English and good presentation skill

Merck – Living Innovation
默克 – 创新引领生活

默克是一家全球领先的医药与化工公司，以创新和高科技优质产品闻名世界。

默克在全球66个国家与地区拥有约38,000名员工，致力于改善患者的生活质量，助力客户实现长远的成功和迎接全球化挑战。

默克旗下四大业务分支——默克雪兰诺、消费者健康、功能性材料和默克密理博——2012年总收入达112亿欧元。

默克是全球历史最悠久的医药与化工公司。自1668年起，默克就成为了创新、成功和负责任的企业家精神的代名词。默克家族作为公司的创始人至今仍持有默克大部分的股份。

我们是默克，正根正源，在全球拥有“默克”这一名称和品牌的所有权。唯一的例外是在美国和加拿大，我们使用“EMD”的名称。
Merck – Living Innovation

Merck is a leading company for innovative and top-quality high-tech products in the pharmaceutical and chemical sectors.
Around 38,000 employees work in 66 countries to improve the quality of life for patients, to further the success of our customers and to help meet global challenges.
We generated total revenues of