This position is a primary point-of-contact with customers to maximize customer service efforts through prompt, efficient and accurate order confirmation and fulfillment, knowledge and understanding and preparation of required order documentation to contribute to the business and enterprise strategy and profitability. In addition, you will be required to provide back-up support to the CS team for fielding issues and complaints, forecasts and product technical enquires.
You will also communicate with various levels of staff, customers, local and regional management, and global locations where the business group has manufacturing/distribution locations.
Your other responsibilities include executing liaison actions and interfacing with sales, marketing, customers, warehouses, plants transportation agencies, freight forwarders, inspection firms and various internal departments, supporting sales/ marketing, centralized customer service and supply chain groups as well as resolving customer complaints and following up on actions. Co-coordinating material returns and following up on credit adjustments as well as maintenance of customer database and service histories are also expected.
ROLE & RESPONSIBILITIES
CSS is responsible for all day-to-day contacts with prospects, customers, plant, sales, business group, accounting, credit. This includes:
Managing and follow up enquiries (general product info, price incl. tender/proforma/letter of credit as required) and sample requests, product availability etc.
Receive and process orders and managing the order process
Provide personal service to customers with regular daily contact with key personnel at customer
Be first contact in case of emergency or complaint
Managing correction process (goods return, credit/debit note requests) and other returns
Coordinate with relevant sales person and work as a team with that person, supply chain and credit
Establish working relationship with supply chain people
Check availability versus orders
Do the backup for the team when there is CS on leave
Excellent interpersonal skills
A strong team player
Good pro-activeness & initiative
Work well under pressure
SAP knowledge will be an added advantage
Bachelor Degree holder with 3-5 years relevant experience in customer service
Strong verbal & written English communication skills.
Excellent SAP software and spreadsheet/document software interfacing skills
Knowledge and understanding of transportation modes (air, rail, truck, ocean), the freight forwarder industry, export documentation and letters of credit, government regulations and export controls requirements
Fluent in written and spoken English
Good understanding of INCOTERM & payments terms
Good planning, analytical, organizational problem-solving skills.
Able to work in a multi-cultural team environment
3-5 years of relevant experience in customer service/order fulfillment
Experience in servicing the Asia Pacific region. Working exposure in this region will be an added advantage
Strong spoken/written communication skills in English.
Excellent SAP software & spreadsheet/document software interfacing skills
Knowledge & understanding of transportation modes (air, rail, truck, ocean), the freight forwarder industry, export documentation, government regulations & export controls requirements
Good planning, analytical, organizational, interpersonal and problem-solving skills
Good skills in pro-actively resolving issues & problems.
Able to lead and work in a multi-cultural team environment as well as multi-task, work under pressure and enjoy challenges.
About Kelly Services - US Fortune 500 Company (TOP 6 Outsourcing company in the world)Kelly... Services, Inc. (NASDAQ: KELYA, KELYB) is a leader in providing workforce solutions. KellyÂ® offers a comprehensive array of outsourcing and consulting services as well as world-class staffing on a temporary, temporary-to-hire, and direct-hire basis. Serving clients around the globe, Kelly provides employment to more than 560,000 employees annually. Revenue in 2012 was $5.5 billion. Read full description