张家港招聘

POSITION TITLE Customer Service Representative
SUPERVISOR Customer Service Manager
salary: 5000-7500+bonus


PRIMARY FUNCTION

The purpose of the job or role – why it exists:
The CS Representative interfaces with customers and multiple business and functional partners to deliver exceptional service to customers and profitability to company. By building successful relationships, they pull together and align multiple internal resources and capabilities, toward the goal of zero defect customer satisfaction. They manage the entry of orders, from initial contact with the customer or electronic channel, through material flow, until the product arrives at the correct time, with the correct product, with the correct equipment and correct paperwork to the customer. In the event of a service failure, the Customer Service Representative initiates the corrective action for resolution of the failure, and takes the lead position in resolution for the customer. It is expected they know what it takes to go above and beyond the daily calls from customers; to build customer loyalty and confidence.

Critical Success Factors:
？ Exceeding customer expectations through successful customer relationships
？ Strong working knowledge of market dynamics and customers goals and objectives
？ Be proactive in order receipt and handling work process.
？ Create value through the optimization of freight, ability to prevent pre-buys, utilizing optimum ship points and package size as well as logistic improvements.
？ Forecasting customer order patterns
？ Comply with internal and external control requirements


MAJOR JOB RESPONSIBILITIES

Primary Responsibilities:
Perform Order Management Activities:
Handles routine and non-routine customer order activities, including managing customer demand, following up on samples, complex order entry (i.e. consignment) guiding and leading the activities of the order process utilizing work process, business strategy, and best practice to ensure high quality service.
? Receives, coordinates and monitors all customer orders from placement until final delivery. (Customer orders are either: locally manufactured, resale, or indent products). Function includes :
? Timely and accurate input of all customer orders into SAP system
? Inter-action with the “Order Fulfillment Team” in facilitating the smooth transition of processes through the supply chain
? Communication / feedback to customers concerning product availability and shipping details
? Order Acknowledgement
? Negotiates with customers on delivery dates and order quantities based on BUSINESS service level guidelines.
? Coordination on new customer set-up and price change.
? Facilitates credit release process based on established guidelines; coordinates with Sales and Finance on pending credit issues of customers.
? Reviews purchase orders prior to order processing.
? Proactive initiation of orders based on contracts and history.
? Run APR CSR checklist daily to ensure all issue are being dealt with.
? Updates promptly the order parameter during order processing.
? Accurate and timely support BSS to maintenance of customer text notes in the customer master file and CMIR.


Display Customer Advocate Leadership:
Requires the desire and determination to meet and exceed customer expectations. Champions customer needs across all functions. Realizes and anticipates how events and trends are likely to affect the customer’s future needs and satisfaction. CSR's meet the demand of customer requirements through appropriate sense of urgency, with competing priorities. They leverage many internal resources to optimize customer satisfaction with cost to serve objectives for Dow. Intimate with
customer plans, objectives and demands, through customer visits, account team activities and interactions.
? Acts as “First Contact Point” for customers; serves as interface with customers, Account Managers, Market Managers, Sales Managers/SBUs
? Makes self available and accessible to all customers at all times either through telephone or if needed, through face-to-face contact
? Renders assistance to customers on technical inquiries by providing information or by contacting appropriate DAM resources
? Promote goodwill and ensure smooth working relationship with all strategic and key accounts/customers
? Order follow up for contractual business.
? Facilitate new account setup.
? Follow up on customer enquiries and feedback to Account Manager.
? Route sales leads to Account Manager.
? Participate in customer visits.
? Support customer satisfaction survey.


Execute System and Technology Requirements:
Execute complex work processes through multiple systems and technology including: SAP, Rail Fleet System, Elemica, Telemetry, and Document Control System as examples. The integration of the system requires knowledge of Supply Chain, Customer Financial Services, Planning and Invoicing. High degree of systems knowledge and understanding is required.


Problem Solver: Makes recommendations to leverage company resources and capital to create business opportunities for Customer Success. Demonstrates persistence in overcoming resistance or objections leads conflict resolution and reaches win- win agreements. Uses knowledge of company and Business strategies to make decisions and take action that improve performance in their area of responsibility.
? Receives and ensures timely and accurate input of customer complaint into ECC CAMP.
? Provides, if needed, immediate action on all customer complaints received and assigns owner/s for the complaint resolution.
? Acknowledges all customer complaints within twenty-four (24) hours of receipt of the complaint.
? Participate, as needed, in determining and analyzing the root cause of the problem (RCA).
? Working with Account Managers, responsibility includes effective handling and management of irate / dissatisfied customers.
? In coordination with Account Managers, owner/s and the complaint resolution team/s, provides pro-active feedback to customers on the status of their complaints.
? Engage customer with Account Manager.
? Complaint closure with customer if assigned by Account Managers or CPS.


Order Entry:
Utilizing the ERP system to accurately and timely place customer orders. The CSR typically works with a very complex combination of order scenarios, such as multiple sourcing location, various modes of transport, and hundreds of products. The CSR must analyze the Business Service Standards to meet customer needs while supporting Business functional performance. This requires the ability to multi-task with critical thinking skills.


Accountability for Action:
Demonstrates urgency, acts promptly and quickly removes road blocks while assessing multiple opportunities. This requires prioritization by impact, and accountability for taking actions that keep things moving forward.



Requirements:
The most appropriate minimum education for this position is a Bachelors degree.
Proficiency using SAP and other technology and systems. Work process aptitude is critical to success.
Exceptional interpersonal skills with the ability to be versatile and flexible with team members, business partners and customers, while effectively influencing others and managing outcomes.
The ability to manage conflicting priorities, prioritizing both customer and company requirements while acting in a professional manner.
CSR must possess the confidence and ability to proactively address customer issues, business requirements and identify areas for improving profitability and 'making it easier to do business with company.'
Must have strong, mature teamwork skills and a desire to work within a team environment. Must be willing to share ownership of successful improvement methods and teach others for the benefit of the organization.

Special Working Conditions (e.g. Temperature Extremes, Lifting, Noise)
Incumbent may be required to travel either to visit customer locations or to attend Customer Interface meetings/training, on needed basis.

公司简介：

卡威意是位于上海的一家意大利独资企业，主要提供新能源领域及控制工业生产流程的工程服务。
卡威意是博德集团下属的技术公司：博德集团在中国有着16余年的丰富经验，并拥有一支在法律，财务以及商业咨询领域的专业团队。
www.k-3e.com

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