CUSTOMER SERVICE ASSOCIATE IV
Job Overview
This position is the central point of contact for all daily operational requirements from inquiry and pre orders needs through all post order activities.
Job Requirements
• Customer Relationship & Satisfaction
Central point of contact for Customer on all daily inquiries and provides timely follow up and resolution of issues and inquiries using SALES-FORCE.
Proactive communication to Customer on pending changes to MOQ’s, Lead Time, Price Agreement expiry and visits as required
Strategy for building positive customer relationships
• Order management (OTC cycle)– Creating orders, order changes (Pull-in, push out and cancellation), Creating delivery orders and processing return orders for defective materials and replacement.
• Delivery Management – On-going Backlog management and forecast monitoring Metric – STS (Schedule to ship) & STR (Schedule to Request)
• Billing Management – Quote follow up and proactive billing management process Metric – Billing
• Manage Service Delivery Process / Execution
Ensure daily review of order backlog, open order reports and forecast reports and work with team to provide early warning of late deliveries to the Customer and team
Review quote and order requirements, create scheduling agreements, clear blocks, workflows daily, monitor critical shipments
Weekly quotes follow up, credit status monitoring and awareness of status on open quality issues
• Manage Interfaces & Build Service Culture
Act as voice of the Customer for internal support departments
Participate in development training and process improvement projects to expand and challenge learning new ideas and processes
Take ownership for actions and follow through on tasks until resolved
What your background should look like
Educational Degree: Graduate
Experience: 2 to 5 years
Must have skills: SAP SD Order management / Backlog management
Special Qualifications, Knowledge & Skills: Customer Focus, Demand and forecast, Planning, SFDC (SalesForce Dot Com) (sales force-case management), Logistics, Excel, PowerPoint