Job Description
1. Job Purpose:
To protect and enhance Business Customer relationship by being the day to day operational contact with CN customers in various sectors（local or export）. Be the link between customers, the sales managers, supply chain and other appropriate functions, taking full accountability for customer orders from the point at which they are received until the point at which the customers receive related invoices. Play as a key team player in the whole CS team and take up team back-up role when necessary.
Responsibilities in the customer service in the following areas:
-Contact window for agreement/order processing, customer inquiries, and customer complaints
-Local sales/FOC, indent sales, inter co. sales/PO orders processing
-Order details report
2. Principal Accountabilities:
1. Order fulfilment and Delivery Solution/Operation
1) Ensure that customer order requirements are clearly represented by way of order entry. Verify/confirm with relative departments that Huntsman can adapt all details of the order including all customers orders special requirements.
2) Ensure HPU pricing policy and approval process is strictly executed.
3) Process orders accurately and efficiently according to established procedure/processes:
A. To receive orders including sales orders and sample orders from commercial team or customers by telephone, telex or other means, and co-ordinate with relevant sales representative;
B. To get contract terms from commercial teams and ensure approval in accordance with the company’s LOA are properly granted before proceeding;
C. To co-ordinate with production planner for the required products and dispatching date; or co-coordinate with the supply plant for the required products and dispatching date;
D. Closely work with customer, commercial and credit team for delivery arrangement. Ensure that shipment can only be arrangement after proper release and control (company LOA);
E. To keep clear record and filing of all the sales occurred by customer and by date; to track all orders in a timely manner to ensure no back order or due delivery open;
F. To arrange shipment as per agreed delivery terms with haulier under the agreed the framework given by logistics, co-ordinate with logistics and/or forwarder for export custom and/or CCIQ documentation and shipping arrangement if any export order involved.
G. To coordinate with warehouse for goods dispatching prior to the arrangement of goods delivery, any abnormal or issues seek prompt help from logistics.
H. To ensure SAP order with accurate price and payment terms to help to ensure to have a correct and clear A/R balance to customer with the report provided from Finance;
I. 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 with close coordinating with finance department. 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 help logistics to monitor the hauliers’ or other service provider’s performance by logging non-standard service, concerns and complaints so as to contributes CS’s service feedback to the logistic department in measuring the supplier’s service level to ensure a high service level to all the customers. To follow up the checking of the truthiness of the shipping order with Haulier.
2. Customer Master, Agreement and Sales Support
1) Timely raise request for updating of customer service related master data in SAP/other proper system and make sure of the accuracy, and ensure that relative department are informed of the changes.
2) Provide support to commercial for documenting of customer contract/agreement. Company standard format can be applicable and escalate to team leader for any of special format need to be used in the agreement.
3) Where necessary provide support to sales for the sales checking with customer if needed. 4) To complete relative customer service activity weekly or monthly report to CS Officer/Supervisor/Managers accurately and promptly
3. Enquiries and Complaints Management
1) To ensure that enquiry, including sales prices, technical, quality and commercial enquiry, product literature and sample requests, from present or future customer are promptly and adequately communicated with commercial teams, supervisor and replied to promptly;
2) To influence customers and other colleagues to provide order in plan for a better planning and service standard; and access customer’s all new requirements with relative sales and related parties in details.
3) To ensure that all customers’ complaints in the responsible service area are clear understood and promptly communicated with relative sales representative, Supervisors and CS Manager and logged in the database without delay and ensure that customer is kept informed on a timely basis of the progress.; help when necessary to gather information, analyze, report and propose solution to customer in close co-operation with the sales representative and other relative functions in the company. The same applies for customer reports of non-conformances and concerns, as well as handling customer claims. And keep a very clear record of all the compensations, claims, return etc.
4) To help to have useful information sharing among CS teams for particular lesson learned during the job via the channel or CS Officer, supervisor or manager.
4. Compliance
1) Participate training where necessary in Legal, EHS, trading compliance, ISO and quality process to ensure procedures and working instructions are properly followed;
2) Ensure daily activities are fully compliance in ISO, SOX, EHS, legal etc. with support from related functions in the company and/or CS supervisor and/or manager;
3) Help to make sure that customer get their required MSDS/PDS;
4) Bear in mind and remind among teams that E&HS is the *** priority during daily activities;
5) For foreign trade, understanding of Denial Party, Trade Embargo, and Regulatory is a must. And get help form ITC and/or EHS when necessary.
3. Authority
Refer to Limit of Authority
Decision Making Authority
-Choose proper order scenario, order flow.
-Manage customers’ expectation.
-Decision that affect other sections or departments
-Acceptance customers’ urgent order
4. REQUIREMENTS (SKILLS AND COMPETENCIES)
Education : Bachelor degree, preferably major in Logistic/Trade/Finance/Chemical
Experience : Minimum 2 years relevant experience, SAP is a plus
Skills : High sense of responsibility, proactive attitude and independent, good interpersonal skills, communications skills, a positive and professional attitude, teamwork skills, problem solving skills, timeliness and attention to detail, can work under pressure, good English writing & speaking, high PC skills especially in MS Office.
The jobholder must have a detailed understanding of their customers business and be fully aware of their requirements, needs and order patterns. In addition the jobholder must proactively contact customers in order to ensure that customers’ needs are fully met.
The jobholder must also have a solid knowledge of our internal organization, specifically around people, processes, technology and products, compliance requirement related as well as our routes to market.
This job requires a high degree of interaction across the different departments and functions. Due to the dynamics and complexity of this role strong teamwork capabilities and achieving result competencies are required.
IT skills become more and more important in a changing business environment (SAP, excel, Navigator, Intranet, Internet based applications and channels to market etc).
Besides his/her mother tongue, a good knowledge of the English language is essential in order to communicate with the Polyurethanes organization throughout China/APAC.
Proactive and Excellent communication skills are core to effectively deal with both internal and external customers, service providers and relative departments/parties.
Job holder needs to be stress resistant to deal with varying workload and potential problems or Customer issues.
Relevant competencies: Corporate Principles, Customer Focus, Self-development Orientation, Team Effectiveness, Situational Influencing, Personal Conviction
Training : Legal, trade compliance, product knowledge, business process and concept, EHS, SOX, ISO9001/14001/ts16949 procedures / working instructions, Customer Satisfaction, SAP SD system & system setup, Logistic framework, S&OP basic