Sr. Representative, Customer Service

Contenido de trabajo

Your Job

Main contact of the assigned customer accounts to co-ordinate all the activities for sales operational process with the internal and external parties. The key targets are to enhance customer expectation, cost to serve management, and grow the revenue.

This vacancy will need to handle one US customer account and the others are TW customers.

Our Team

What You Will Do

Pre-sales Activity

Get basic data and system set up ready for order entry.

• EDI process coordination
• Material Master extension
• Customer Master update
  

Sales Activity

Work with all stakeholders to meet/exceed customer expectation on the service provided from end to end.

• PO processing: order acknowledgement, schedule confirmation, delivery commitment.
• Order management: pull in/push out/cancellation process flow.
• Delivery and Logistic handling
• VMI management: hub replenishment, inventory aging management, consignment billing, inventory reconciliation.
  

Post-sales Activity

Support the issue fixed after shipments.

• Quality dispute: RGA order and shipment handling
• S&E documentation: provide supporting record and push for resolution.
• Clarification when invoice misalignment and supporting role on AR issue.
  

Dispute (DN/CN) process execution.

Others

• Maintain customer relationship and understand customer focus, con-call and QBR meeting may require joining.
• Outstanding customer satisfaction (Scorecard).
• Timely and accurate response to Customers and Supervisors.
• Other duties assigned by Management.
• Continuous support on internal optimization program.
• Night calls will be rarely but unavoidable.
  

Who You Are (Basic Qualifications)

• College degree or above
• Fluent English Speaking and Writing ability.
• SAP knowledge required.
• with OEM/ODM/EMS business under Electronics industry.
• VMI management experience.
• Problem Solving: Offer solutions and efficient responses to meet customer
• requirements operating within the company guidelines and goals.
• Decision Making: Make efficient decisions meeting customer requirements.
• Communication skills to liaise with internal and external contacts.
• Negotiation skills to get mutual agreement and benefits.
  

What Will Put You Ahead

• User experience of Salesforce platform
• Inside Sales/Planning experience would be a plus.
• The ideal candidate will be proactive, flexible and demonstrate genuine interest in customer needs with sense of urgency. The candidate is expected to work independently and in fast-paced environment. Confidentiality is a requirement in this position. The candidate who has strategic and economic thinking with contribution motivated and aggressive career plan would be prioritized to consider.
  

At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate’s knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.

Who We Are

At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.