Specialist, Customer Service

Job Overview 综述

Sample coordinator Specialist plays a key role in fulfilling sample orders perfectly. She / he is responsible for order fulfillment within the order to cash process to ensure internal and external customer satisfaction.  Order to cash includes order entry, pricing verification, order tracking, customer service/problem resolution, billing coordination, complaint handling.

Responsibilities 职责

• Ensure perfect order fulfillment of orders and resolve issues as required. 
• Key customer service contact for customers and/or service providers.
• Maintain key internal relationships including Order coordinator, Sales, Logistic operation, Import/Export, Supply chain planning, Scheduling, Product manager, Trade compliance, Credit, Accounting, Tax, Financial Shared Services, Quality etc.
• Monitor and ensure resolution of order defects and blocks.        
• Interact with third party service providers (i.e. Freight Forwarders, Warehouses, Vendors).
• Close cooperation with cross region functions for quick response and actions
• Support preventive and corrective action in personal area of influence for issues
• Follow established policy, company business rules and standard processes to ensure compliant order flow.
• Adhere to SOX Controls.
• Build and maintain relationships and trust (internal and external customers).
• Provide accurate and complete order management.
• Familiar with the company’s products/plant and services and be updated about processes and trends
• Sense of urgency and take quick response, action and summary.
• Troubleshooting/problem solving skills.
• Cross function communication and cooperation skills
• Advanced time management skills and ability to self-manage incoming requests and demands based on deadlines and business/customer requirements.
• Understanding of exports/imports, regulations , revenue recognition, documentation requirements, regulated products.
• Positive attitude and aptitude to handle change – including ability to manage quickly shifting priorities based on customer needs and current product supply.
• Ability to handle stressful situations.  
• Ability to think out-of-the-box.
• Meet/exceed monthly KPI metrics and objectives
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Qualifications 要求

• Bachelor’s degree and 3 years customer service experience in CE
• Fluency in spoken and written English (Japanese/ Korean could be extra credit). 
• Proficient in Microsoft Office applications (including Outlook, Excel, PowerPoint, Word)