Customer Service Officer

Huntsman’s Polyurethanes division is now looking for a Customer Service Officer.
The location is Huntsman Shanghai Campus, Minhang district.
This role will:
Protect and enhance Business Customer relationship by being the day to day operational contact with CN customers in various sectors. Be the link between customers, the sales managers, the 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 invoice is been raised. Assist commercial and CS supervisor/manager to reach commercial objectives in the related sector and operations targets for the companies. Play as a key team player in the whole CS team and take up team back-up role when necessary.

Your responsibilities are:
- Responsible for agreement/order processing, customer inquiries, and customer complaints
- Local sales/FOC, indent sales, inter co. sales/PO orders processing
- Supporting sales representatives in the field, where necessary provide specific reports to the relevant Commercial/Account/Sales/CS Manager
- Support business to prepare reasonable inventory at distribution centers for the responsible customers
- Execute delivery solution functions in line with the company provided logistics framework and help logistics to manage the service level of the LSPs
- Help Supervisor in preparing any of the report if needed.

Order fulfilment and Delivery Solution/Operation
- 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.
- Ensure HPU pricing policy and approval process is strictly executed.
- Process orders accurately and efficiently according to established procedure
- To help logistics to monitor the haulier’s or other service provider’s performance by logging non-standard service, concerns and complaints to logistics 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 customer.

Customer Agreements and Sales Support
- Support the relevant Account/Sales Manager/Representative in the developing, collection, maintenance and articulation of Customer Agreements in whatever form they may take and get proper approval. This includes customer master data, outline agreements, prices, commissions, rebates and customer specific sales specifications. Support related commercial for channel management.
- Timely raise request for updating of customer service related master data in SAP system and make sure of the accuracy.
- Contribute to the forecasting process carried out by the Account/Sales managers/CSO/CSS as input to the supply chain planning processes in related sectors.
- Where necessary provide specific reports to the relevant commercial/account/sales manager/CS managers, usually in weekly and monthly basis.
- To complete relative customer service activity weekly or monthly report to CS Officer/Supervisor/Managers accurately and promptly

Enquiries and Complaints Management
- 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 and replied to promptly;
- To influence customers and other colleagues to provide order in plan for a better planning and service standard;
- To ensure that all customers’ complaints in the responsible service area are clear understood and promptly communicated with relative sales representative, CS Manager; help when necessary to gather information, analyze, report and propose solution together with team leaders to customer in close co-operation with the sales representative and other relative functions in the company.
- To report customer complaints to supervisor time and follow it actively and ensure that customer complaints 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. TheSame 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 QAD database. And keep a very clear record of all the compensations, claims, return etc.
- To have useful information sharing among CS teams for particular lesson learned during the job via the channel or CS Officer, supervisor or manager.

Compliance
- Participate where necessary in EHS, ISO and quality process to ensure procedures and working instructions are properly followed.
- Ensure customer service activities are fully compliance in ISO, SOX, EHS, legal etc. with support from CS supervisor and/or manager.
- Ensure that all customers shall receive all their products’ MSDS/PDS and keep a clear records and filing of the customer’s receipt confirmation;
- Bear in mind and remind among teams that E&HS is the *** priority during daily activities;
- For foreign trade, understanding of Denial Party, Trade Embargo, and Regulatory is a must. And get help form EHS when necessary.

SMU Coordinating
- As a major SMU coordinator, provide support to CS Supervisor/Manager in all business/supply chain related activities;
- Provide support to CS Supervisor and Manager in coaching new or low-level staff.
- Provide support to CS Supervisor and Manager in aligning business process in SMU to make the process correct, efficient and effective.

Authority
- Refer to Limit of Authority
- Decision Making Authority
- Choose proper order scenario, order flow.
- Manage customers’ expectation.
- Decision that affects other sections or departments
- Acceptance customers’ urgent order

Knowledge / Experience / Skills Needed

Education: Bachelor degree, preferably major in Logistic/Trade/Finance/Chemical
Experience: Minimum 4-5 years relevant experience, SAP is a plus
Skill: 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.