Provides customer service support to customers utilizing effective relationship management skills. Please refer to the job description for additional details.

　　Key Responsibilities:

　　• Order Management

　　a. Responsible for order management during the whole process of order life cycle - order entering to JDE, checking the order

　　b. Based on customer request checking the availability of the inventory

　　c. Follow up with the customer

　　d. Backorder reporting

　　e. Support physical consignment checks (resolve discrepancies in cooperation with the sales team)

　　f. Processing the orders of consignment stock

　　g. Credit order management - If applicable in cooperation with Bids and Tenders ensuring correctness and reliability of price information in the system - price revision, adjustments

　　h. Ship to creation and maintenance in address book

　　• Participation in projects aiming to increase effectiveness of customer service department and delivering positive customers experience.

　　• Support the business and strengthen relationship with strategic customers

　　• Complaint management

　　a. Complaints to returned goods management and documentation handling and problems solving (Biokits, communicate with QA dept.)

　　b. Coordination of FCA

　　• Additional office duties such as archiving and categorizing relevant documents

　　• Other:

　　a. Advanced EDI administration

　　b. May potentially act as a part of super-user network for JDE and SFDC

　　• Proactively developing ideas for improvement and leading related change projects

　　• May generate basic reports in reporting tools (e.g. Qlikview)

　　Education and Experience:

　　Bachelor's Degree Preferred, 4 years of experience Required

　　Advanced or Fluent English Skills

　　Additional Skills:

　　• Proven expertise including usage of MS Office Suite

　　• Advanced computer knowledge in ERP application (e.g. JDE)

　　• Excellent written and verbal communication skills and interpersonal relationship skills

　　• Ability to work in a fast paced environment

　　• Availability to work under pressure

　　• Excellent problem-solving and critical thinking skills

　　• Advanced computer knowledge in ERP application (e.g. JDE) and SFDC

　　• Ability to work effectively in a cross-functional team environment

　　• Ability to manage confidential information with discretion

　　• Basic knowledge of reporting tools (e.g. Qlikview)

　　• Excellent customer service skills with ability to negotiate and resolve difficult situations

　　• Ability to build and maintain strong relationships across the organization to influence and achieve objectives

　　• Ability to prioritize competing objectives in a fast paced environment

　　• Basic organizational skills

　　• Innovative mind set

　　• Demonstrated critical thinking and challenging status quo

　　• Availability to travel extensively

　　• Adhere to all company rules and requirements (e.g., pandemic protocols, Environmental Health & Safety rules) and take adequate control measures in preventing injuries to themselves and others as well as to the protection of environment and prevention of pollution under their span of influence/control