Main duties:
As customer and factory contact window, process customer orders in system and commit order to customer.
Load customer order and forecast in ERP system with correct order type, customer sold to, PO Number, Material Number, Quantity, Price, Delivery Date, Quote Number within 24 hours.
1)Send order acknowledgement to customers in 48 hours.
2)Process customer order reschedule correctly per customer/company rule.
3)Working with team to achieve >=95% OTC
4)Support customer critical order and monitor until delivered.
Keep good relationship with customer and achieve good score in customer satisfaction.
1)Reply customer email in 24 hours even there isn’t a good answer;
2)Read every email carefully to avoid mistake due to miss email or not read carefully;
3)For pending emails/issue, follow up until it closed;
4)Communicate with customer politely and effectively;
5)Escalate immediately to upper supervisor for critical issues;
6)Review customer scorecard/customer satisfaction survey timely to review customer complaints with related department to get improved.
7)Try to meet any requirements from customer, like as special report/documentation requirement, special expedite etc.
8)No service complaints from top 30 key customers.
Requirements:
1.College degree or above
2.More than 1 year work experience in customer service/sales order processing
3.SAP and MS Office
4.Fluent in written English, fluent in oral English will be preferred.
5.Good communication skills
6. Ability to build and maintain relationships with customers (internal and external).
7. Problem solving skill and time management skill