岗位职责:
Objectives of the position:
? Take full responsibility for providing quality and efficient customer service to customers.
? Proactively manage the service requirements of assigned major customer accounts in coordination with the responsible sales personnel in order to secure and expand business opportunities.
Main Tasks
? Act as the first customer contact person to handle customer inquiries, interpret the customer needs, timely pass the information to the responsible partners for proper efficient response.
? Perform independently the daily order operation to assigned customers for different order modules/ product resources and different chemical characters; Track feedback from transportation or warehousing service providers/ suppliers/ carriers/ logistics etc to ensure timely order delivery; Communicate timely with customers on delivery status; Provide feedback to the relevant sales personnel regarding order status and/or changes.
? Check customers' credit status according to established policies / practices and communicate with customers to settle credit issues.
? Collect, document and consolidate customers' problems/ complaints according to defined procedure; Initiate coordination with the relevant personnel such as sales, logistics, warehouse, finance, to solve problems and to ensure the necessary corrective actions taken in accordance with serving standards; follow up complaint settlement, such as return/exchange cargo, compensation, supporting documents; Alert supervisor/sales supervisor any unmet customer needs.
? Take the full responsibility to handle EV3 customer service issues, monitor additional service cost and support to prepare EVA monthly report.
? Contribute on E-commerce development, and act as WorldAccount key user to improve automation usage rate in customers.
? Support CSL to guide new CSO's daily work, and help the new colleague adapt customer service job in time
? Support CSL to maintain correct information in system (e.g. ADET) to improve CS teamwork efficiency. Support BU projects implement and perform UAT for system enhancement.
任职要求:
? Possess at least a Bachelor's Degree in Supply Chain, Logistics, Commercial, English or Customer Service related subject or equivalent
? At least 3 years of working experience in SCM functions or Customer Services related experiences
? Having commercial and international trade knowledge
? Advance skills in Excel and MS Office applications
? Proficiency in oral, listening, written English.
? Strong interpersonal communication skills