Assoc Specialist, Customer Service (Contract)

Job Description

Title: Assoc Specialist, Customer Service (Contract)

Company Name: Ansell Global Trading Center (Malaysia) Sdn Bhd

Vacancy: 2

Job Location: Cyberjaya

Career Level: Junior Executive

Years Of Experience: 2 years

Qualification: Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree

Employment Status: Contract

Summery

• Fast paced environment

GENERAL SUMMARY OF POSITION

You will be providing maximum customer satisfaction by efficiently managing the customer portfolio of his/her business or region (China region) as well as all internal customer service related processes in close cooperation with his/her internal customers like Sales, Logistics, Marketing, Credit & Control and Master Data.

RESPONSIBILITIES & SPECIFIC ACCOUNTABILITIES

• Act as prime contact person for the customers of his/her portfolio
• Ensure timely delivery of correct product to his/her customers, manage back order situations and propose alternative solutions where possible
• Manage (receive, register, follow-up and report) all service complaints received from his/her customer and ensure a professional and pro-active feedback to the customer
• Monitor the price and contract management process by keeping the overview of the prices active for his/her customers and ensure that they are correctly registered into the system
• Manage all issues related to pricing errors in liaison with the Credit & Control department and the sales team
• Follow up outstanding customer orders and proactively provide customers with an updated open order status
• Provide reports on the customer order status, shipments and backorders as required
• Keep track of sample deliveries to his/her customers and follow-up on customer feedback
• Provide commercial support to the Sales team
• Timely and accurately ensure all operational activities in ERP

Order Management

• Manage the correct reception of the customer orders in her/his area of expertise (GBU/market) by ensuring that the incoming orders are timely and correctly registered into ERP system
• Create delivery order confirmation and send to the customer, TSM and CSR
• Deliver KPI, identify failures’ root cause; implement corrective action with lead/manager supervision
• Ensure correct and chronological filing of the orders

KEY POSITION REQUIREMENTS

Education

• University degree or equivalent obtained by experience in a similar environment

Job Experience

• At least 2 years of experience in an international customer support position

Knowledge and Skills

• Experience in order management in ERP (SAP is a plus)
• Analytical capabilities, ability to interpret reports, listings, forecasts