We are looking for a
Job Title
Customer Service Representative
Grade
CHN_32-SG CHN INSTY 32
Location
Guangzhou
Purpose /Role of the job
Implementing “one face to customer” strategy for customer service which is to cover all types of products from INSTY for same customer; providing efficient and satisfactory service to customers from order process to arrangement of goods delivery by smoothing the delivery schedule and excellent communication with customers; handling customers’ inquiries/complaints in accordance with established operation policies/procedures and practices in order to secure and enhance business opportunities; assisting to achieve sales target.
- Environment/Context/Complexity of the job:
Customer service representative endeavour to provide excellent service to internal and external customers in an efficient way, therefore, the role is influenced by the following:
External factors:
- Customers’ expectation / special requirement / platform (if any) / different cut-off time
- Geographical distribution of customers covering all APAC Region
Internal factors:
- Different business mode and workflow for different segment product for same customer
- Type of package and product grades
- Production schedule vs customer delivery schedule
Stock availability (if needed)
- Complexity of different payment terms
- Communication with sales, finance, cross regional supplier(s)
- Responsibilities/ Accountabilities of the job:
- Efficient and satisfactory service to customers
- Perform customer master data management, support credit management, account receivable management. And coordinate from sales order to delivery to meet customer satisfaction via performing delivery reliability commitment.
- Collect, document, and consolidate customer problems complaints according to defined procedures/system, Support Non-conformity management.
- Follow up with customer’s feedback, coordinate abnormal cases and provide effective solution.
- Promptly response to customer request.
- Maintain good relationship with customers.
- Provide instant information and effective assistance to commercial team.
- Implement business rule in customer order management.
- Ensure that all operations are carried out in accordance with internal SHE/QUALITY systems.
- Reporting & Information:
- Filing the sales documents timely.
- Coordinate delivery in case the stock is limited.
- Support sales reports by the requirement from country sales management e.g. Daily sales progress report, weekly sales estimation and packaging planner etc.
- Back up with each other
F. Required profile:
Level of education & Knowledge:
• College Degree or above, preferred major in logistics, international trade, business administration related
Experience in general:
• 3-5 or above years working experience in multinational company
• At least 3 years of working experiences in customer services, or related business experiences.
• Basic knowledge with domestic sales, import & export and trade business.
• Familiarity with general contract terms, incoterms and payment terms etc.
Technical skills:
• Excellent computer skills with Outlook, Word, Excel and PowerPoint.
• Fluent in English in speaking and writing
• Good communication skills and empathy
• SAP or major ERP IT tools experience is preferable
Competencies, Behavioral skills: (acc. to competency profile and required level of descriptions)
• Willing to work under pressure and be able to work independently.
• Team-work spirit and strong sense of responsibility
• Positive, cheerful personality, patient
• Time management
• High working efficiency
If you require further information please contact Jia Liu.
Of course, your application will be treated confidentially.
Human Resources
INEOS Styrolution Polymers (Shanghai) Co. Ltd. – Guangzhou Branch, Suite 3406, Teem Tower, No. 208 Tianhe Road, Tianhe District, Guangzhou 510620, China