上海招聘

Senior Customer Care Representative - Your Future Position?

  

As a Senior Customer Care Representative in our Fragrance Division, you will be the central link between the customer, operations and sales team to ensure customers’ needs are met in the most efficient and cost-effective way. Sound interesting? It could well be your perfect opportunity. If, like us, you always aim to exceed customer needs, deliver value and skilled at fostering strong relationships. In this exciting role you will:

  

• Manage sales order process from receipt of order through to shipment for assigned customers and affiliates in line with Customer Care guidelines

• Provide support for assigned customers and affiliates to meet order requirements

• Day to day communication with customers, operations and sales

• Interpret and analyse client schedules and prioritise orders

• Resolve issues and handle customer complaints internally and externally

• Confirm pricing, inventory availability and provide ship date information

• Arrange transportation with forwarders or shipping/freight team, manage process for dealing with International orders including inspection and shipping documentation requirements where relevant

• Prepare Invoices, Debit and Credit notes, process notifications and Customer Returns

• Coordinate with relevant departments to ensure orders are dispatched / delivered on time and manage customer expectations

• Coordinate with planning on information relating to demand planning and stock positions

• Update and maintain accurate customer records, including customer specific information, contracts, labelling, packaging and stock requirements

• Provide coverage and support accounts for other team members as necessary

• Properly identify the right communication method based on the sense of urgency and issue

• Knows how to diffuse a difficult situation and get resolution with the customers

• Identify opportunities for improvements in customer care

  You?

  Are you someone who wants to grow shape your own world? Who thrives being in a culture where you can express yourself in creative team environment? Who wants to collaborate and learn together with teams who are as passionate as you are? Then come to join us – and impact your world.

  Your professional profile includes:

                                            

• Associate or University Degree Preferred

• 8+ years' experience in customer facing role, industry experience preferred

• Interpersonal and Communication Skills

• Proven Success in Customer Relationship Management

• Basic Knowledge of SAP or Order Entry Systems

• Basic Inventory Management knowledge

• Microsoft Office Expertise

• Basic negotiation skills

• Understanding of Incoterms and Shipping Terminology

• Language Skills: English and other language(s) as required
  

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