Customer Service Representative
Huntsman
- Shanghai
- Permanent
- Full-time
- Responsible for agreement/order processing, customer inquiries, and customer complaints
- Local sales/FOC, indent sales, inter co. sales/PO orders processing
- Supporting sales and supply chain in supply demand balance
- Weekly sales/sales performance report; Monthly sales LV and performance report
- Supporting sales representatives in the field, where necessary provide specific reports to the relevant Commercial/Account/Sales/CS Manager
- Collecting market intelligence & feedback to sales and marketing department
- To receive orders including sales orders and sample orders from commercial team or customers by telephone, telex or other means, and co-ordinate with relevant sales representative;
- To get contract terms from commercial teams and get approval in accordance with the company’s LOA;
- To co-ordinate with production planner for the required products and dispatching date; or co-coordinate with the supply plant for the required products and dispatching date;
- To ensure all local sales and export sales have proper agreement or contract or purchase order signed with the customers and keep a clear and separate contract file for reference, meanwhile make sure to be strictly in compliance with SOX, legal requirement; and to get help from CS supervisor/manager, finance colleague or consultant if necessary.
- To monitor customer’s credit situation before dispatching an order and keep sales representative informed and get approval for delivery if there’s any credit occurs (strictly follow the company’s procedure and LOA);
- To keep clear record and filing of all the sales occurred by customer and by date; track all order in a timely manner to ensure no back order or due delivery open;
- To arrange shipment as per agreed delivery terms with haulier under the agreed the framework given by logistic, co-ordinate with logistic and export forwarder for export orders’ custom manual registration and shipping arrangement if any export order involved.
- To coordinate with warehouse for goods dispatching prior to the arrangement of goods delivery;
- To have transportation insurance properly arranged as per the company’s principle and agreed terms;
- To ensure SAP order with accurate price and payment terms to ensure to have a correct and clear A/R balance to customer with the report provided from Finance;
- Proactively monitor and expedite progress of customers’ orders. Keep the customer fully informed of any changes from the original promise. Ensure that the customer is invoiced appropriately. Communicate without delay to the relative parties of any changes in customer order requirements. This involves, where appropriate, direct contact with third party service;
- Choose proper order scenario, order flow.
- Manage customers’ expectation.
- Decision that affect other sections or departments
- Acceptance customers’ urgent order