鹰潭招聘

职位描述：
Reports to: Customer Service Manager
1 Purpose of Position
CUSTOMER SERVICE REPRESENTATIVE manages the operations of order process and ensure on-time in-full delivery of products and services to customers.
CSR ensures customer satisfaction from ordering to delivery of products without sacrificing EH&S considerations.
CSR works closely with CS team in Singapore in ensuring order compliance and standards are fulfilled.
CSR works closely with demand and supply management team in ensuring the right products are allocated and delivered to the right customers.
CSR provides regular update to Commercial Team on progress of order and delivery.
2. Principal Accountabilities
Order fulfilment and Delivery Solution/Operations
1) Ensure that customer order requirements are clearly represented by way of order entry. Verify that Huntsman can adept all details of the order including all customers special order requirements.
2) Ensure HPP pricing policy and approval process is strictly executed.
3) Process orders accurately and efficiently according to established procedure:
        To receive orders including sales orders from commercial teams or customers by telephone, telex or other means, and co-ordinate with relevant sales representative;
        To get contract terms from commercial teams and get approval in accordance with the company’s LOA;
        To co-ordinate with demand manager for the required products and dispatching date; or co-coordinator with the supply team for the required products and dispatching date;
        To ensure all local sales and export sales have proper agreement or contract or purchase order signed with the customers and keep a clear and separate contract file for reference, meanwhile make sure to be strictly in compliance with SOX, legal requirement; and to get help from finance colleague or consultant if necessary.
        To be aware of customer’s credit situation before dispatching an order and keep sales representative informed and get approval for delivery if there’s any credit occurs (strictly follow the company’s procedure and LOA);
        To keep clear record and filing of all the sales occurred by customer and by date;
        To booking haulier as per agreed delivery terms, co-ordinate with logistic and export forwarder for export orders’ custom manual registration and shipping arrangement if any export order involved.
        To coordinate with logistics planner and warehouse operations for goods dispatching prior to the arrangement of goods delivery;
        To have transportation insurance properly arranged as per the company’s principle and agreed terms;
        To ensure SAP order with accurate price and payment terms to ensure to have a correct and clear A/R balance report;
        Proactively monitor and expedite progress of Customers orders. Keep the Customer fully informed of any changes from the original promise. Ensure that the customer is invoiced appropriately. Communicate without delay to the relative parties of any changes in Customer order requirements. This involves, where appropriate, direct contact with third party service;
4) To work with logistics to monitor and measure the haulier’s or other service provider’s performance and track it against target service levels.

1) Customer Agreements and Sales Support
1) Support the relevant Commercial and Sales managers in developing, collection, maintenance and articulation of Customer Agreements in whatever form they may take and market intelligence. This includes Customer master data, outline agreements, prices, commissions, rebates and Customer specific sales specifications. Support related commercial for channel management.
2) Timely raise request for updating of Customer Service related Master Data in SAP system.
3) Contribute to the forecasting process performed by the sales managers by highlighting irregularities or high fluctuations.
4) Where necessary provide specific reports to the relevant commercial/sales manager, usually in weekly and monthly basis.
5) To complete relative customer service activity weekly or monthly report to CS Supervisor/Managers accurately and promptly

2) Enquiries and Complaints Management
1) To ensure that enquiry, including sales prices, technical and commercial enquiry, product literature and sample requests, from present or future customer are promptly and adequately communicated with commercial teams and replied to promptly;
2) To influence customers and other colleagues to provide order in plan for a better planning and service standard;
3) To ensure that all customers’ complaints are clear understood and promptly communicated with relative sales representative; to gather information, analyze, report and propose solution to customer in close co-operation with the sales representative and other relative functions.
4) To manage customer complaints actively and ensure that they are logged in and resolved without delay. Remain aware of the problem solving process at any point in time and ensure that the customer is kept informed on a timely basis of progress. The same applies for customer reports of non-conformances and concerns, as well as handling customer claims. To ensure that the corrective action is promptly and accurately implemented and all the information are proper recording in the Corrective Actions database.
5) To have useful information sharing among CS teams for particular lesson learned during the job;

3) Compliance
1) Participate where necessary in ISO and quality process to ensure procedures and working instructions are properly followed.
2) Ensure customer service activities are fully compliance in ISO, SOX, EHS, legal etc.
3) Ensure that all customer will received all their product’s MSDS/PDS and keep a clear records and filing of the customer’s receipt confirmation;
4) Bear in mind and remind others among teams that E&HS is the first priority during daily activities;
5) For foreign trade, understanding of Denial Party, Trade Embargo, and Regulatory is a must. And get help form EHS when necessary.

3. Significant Working Relationships
Customer Service Rep reports into and receives guidance and direction from Customer Service Manager, China. CSR works with Commercial Managers and Sales Managers for customer order requirements. CSR works with Regional Customer Service Team to ensure smooth order process and delivery customers.

服务担当技能要求/ Skills and qualifications required:
3 years college degree or above, preferably major in Chemical/ Trade/ Finance
Minimum 2 years relevant experience
High sense of responsibility, proactive attitude and independent, good interpersonal skills, communications skills, good English writing & speaking, high PC skills especially in MS Office.

全市覆盖班车。

上海中智项目外包咨询服务有限公司是中智上海全资子公司，发展至今，经与几千家各个行业的企业成功合作，服务网络覆盖全国300多个城市。以服务外包的形式为企业提供“优质、高效、便捷”的灵活用工、项目管理、办公室商务服务等，其中全球500强企业占比超过50%，涉及制造、金融、化工、医药、奢侈品与消费品、进出口贸易等行业，并且与服务客户建立了良好的合作伙伴关系。
中智将以不懈追求卓越的精神，坚持传承与创新，积极探索企业发展的新方向、新路径，推动企业实现新发展，继续强化质量意识，加强质量管理，落实质量责任，提高服务质量，进而为将上海建设成“具有国际竞争力的质量高地”作出更大的贡献。