BASIC FUNCTION
Under the general direction of the Supervisor-Customer Service, this position is responsible for the full coordination and execution of all activities for the effective processing of customer requirements as they relate to sales orders processing, as well as coordinating activities related to the receipt, entry, acknowledgment, and shipment of customer orders on schedule. This position incorporates an effective association between key disciplines such as Sales, Marketing, Manufacturing, Finance, and Logistics, as well as a strong commitment to focus on providing complete customer satisfaction relative to forecast, open sales order status and post-sales activity involving customer returns, credits, deductions, and production concerns, etc.
This position has demonstrated the capabilities and expertise in dealing with all facets of customers and should demonstrate a broad knowledge of the Customer Service functions pertaining to sales orders, international trade, forwarders, customs clearance etc, is supposed to be customer-oriented. This position clearly exhibits professional skills such SAP SD, excel. This position can assist and transition into a higher Customer Service role based upon SAP Superuser knowledge and overall Customer Service Process Knowledge.

SPECIFIC RESPONSIBILITIES
1. Support Asia sales teams to process engine sales orders resulting in the customer receiving products in correlation to their production schedules.
2. As the key coordinator for customer master data creation and updated among sales teams, master data teams.
3. Assist customers with product availability, open order status, pricing inquiries, backorder information, and any general information that pertains to each individual customer.
4. Work with production, logistics and warehouse teams on shipping delivery or container scheduling.
5. Assist customers with product availability, open order status, backorder information, and any general information that pertains to each individual customer.
6. Advise customers of load planning techniques, product holds, and resolve any order discrepancies that may have occurred due to shipping errors, production down-time, and frozen time frames.
7. SAP Key User or Superuser: Identify improvement needs for better visibility of customer order status and work out solution through SAP.
8. Responsible for Lotif target, Conduct data collection for analysis and reporting from a Supply Chain perspective.
9. Update management on month-end situations as a result of customers’ non-commitment to pick up finished goods product which can affect our month-end targets.
10. Collaborate with the Credit Department in the timely release of orders for customers who are considered “credit” risks, assuring the receipt of payments. In addition, work with the Credit Department to reconcile and investigate customer short pay’s resulting in the resolution of the dispute.
11. Analyze customer order changes and work with the Material Engine Schedulers to determine if changes can be accommodated in the production schedule. Communicate results to customer.
12. Ability to cover for all other Sales Coordinators and International Sales Coordinator positions.
13. Attend SAP updates/classes that pertain to the Customer Service / Supply Chain roles and utilize new SAP functionality to improve order entry efficiencies for customer satisfaction.
14. Participate as project lead for minor systems requests relating to enhancements to SAP functionality or process improvements that directly affect order entry.
15. Update customers on delicate issues such as capacity constraints, quality holds, credit concerns, and other unpredictable roadblocks to shipping out sales orders.
16. Eliminate and prevent any/all line down situations at OEM’s by coordinating shipments.
17. Handle report generation as it pertains to Supply Chain.
18. Assist in the generation of new customers.
19. Timely and accurately maintain SAP master data to include purchasing info record, source list, etc.

EDUCATION AND EXPERIENCE REQUIREMENTS
61 College degree or above with major in International Trading, Business Administration, or Logistics.
61 Min 3 years of customer service or other supply chain roles (planning, logistics)
61 Professional skills on SAP, Excel, Power BI is a plus.
61 Chinese and English, good communication skills.