Customer Service Representative
恒天然商贸（上海）有限公司
- 公司性质：外资(欧美)
- 公司行业：快速消费品(食品、饮料、化妆品)
职位信息
- 发布日期：2020-08-22
- 工作地点：上海
- 招聘人数：1人
- 工作经验：2年经验
- 学历要求：本科
- 职位类别：订单处理员 供应链主管/专员
职位描述
Role purpose
The Customer Service Representative will provide specialist knowledge and be a dedicated service point ultimately responsible for each delivery. They will also work closely with key internal stakeholders across supply chain and the wider business units to ensure delivery to customers is within DIFOT and work to resolve delivery issues that may arise. Be able to cost effectively balance delivery capabilities with customer requirements.
Role accountabilities
Relationship Management
?Build and maintain excellent working relationships with key internal stakeholders across the end to end Supply Chain value stream.
?Serve as a trusted and knowledge resource for Customer Service Manager when the introduction of new policies/procedures will affect or change the way order fulfillment activities are handled
?Liaise closely with the relevant Account Manager and Customer Service Manager on order status ensuring they are aware of any potential issues that may arise with a customer delivery
Process and Fulfill Sales Orders
?Provide a dedicated service point for all order fulfillment activities for designated customers and be ultimately responsible for completing each sales order and delivery
?Escalate to Customer Service Manager alerts and warnings, complete sales orders and follow through on contract consumption – raise shortfalls with Customer Service Manager and planning team
?Create Purchase Orders & organize ancillary services (labels & inspections, customer payment, order report etc.)
?Apply for the sales price discount based on the request from sales team and company approval matrix
?Timely invoice and recognize revenue according to company policy
?Manage exceptions (Returns, corrections, diversions, split orders, quota management, credits etc.)
?Create customer debits and credits
?Liaise with internal and external stakeholders and business units to gather and/or communicate necessary information to process the order
?Track and monitor progress of requests requiring action from other business units, utilizing the appropriate business communication tools
?Monitor the execution process (i.e. customer critical path) and maintain & track DIFOT reporting by capturing potential failures and work with other business units to prevent failures & resolve issues quickly.
?Identify areas where DIFOT may be compromised and promote understanding and solutions
?Where unable to resolve immediately, liaise with appropriate Fonterra functions to ensure an efficient and effective resolution
?Liaise with wider supply chain to resolve issues quickly and effectively
?Take ownership for resolving and investigating service complaints
?Drive improvement in supply chain (DIFOT)
?Effectively balance both cost and service quality
Develop and Maintain Knowledge
?Develop and maintain a deep understanding of the Fonterra functions and processes and the business interfaces that support order resolution
?Keep abreast of new products, services, developments and procedures
?Participate actively in relevant training sessions and utilize new skills and knowledge to continuously improve service to customers
?Build and maintain an excellent grasp of SAP technology
Qualification and experience
University degree
Minimum 2 years’ experience in export, logistics or supply chain environment
Excellent communication skills - verbal and written
Fluent in both Mandarin and English
Problem solving capability
公司介绍
恒天然商贸（上海）有限公司诚聘