Representative, Customer Service

仕事内容

maternity leave) for 8 months>

Your Job

To be the main point of contact for all order fulfillment activities, responding to inquiries of the assigned customer accounts promptly and efficiently. Co-ordination of all post-order activities on shipping and complaint handling.

Our Team

What You Will Do

• Order entry accuracy and issue fixed.
• Meet / Exceed customers’ expectation on all services provided that include order acknowledgement & confirmation, delivery commitment and QA responses & resolution.
• Work with Sales to achieve Billing target.
• Distribution Scrap allowance as applicable. Process distribution scrap requests per contractual agreement and within company guidelines.
• Build sustainable relationships and trust with customer accounts through open and interactive communication including joint the con-call meeting, QBR.
• Monthly reporting to CSR supervisor/manager in timely and accurate manner.
• Perform other related duties as assigned by management.
• Work with all related parties to internal optimization program/project.
• Other tasks by special support: sample shipment, customer master maintenance, collaboration with the team for payment issue.
  

PERFORMANCE MANAGEMENT:

• Customer Satisfaction (Scorecards).
• Delivery Performance goals as per the company Focal Points.
• Reduce Service related Quality Notifications as per company Focal Points.
• To comply with all Focal Points and departmental goals as determined at the beginning of each Fiscal Year.
  

SCOPE:Entity focal points and Customer Satisfaction (Scorecards)

Who You Are (Basic Qualifications)

EDUCATION:

REQUIRED:

• Diploma or above; equivalent with few years of relevant Customer Service experience.
• English language is mandatory where in some location Mandarin may also be mandatory.
  
  

Good PC skills are necessary including Microsoft Excel, Word & Outlook.

PREFERRED:

• Knowledge of SAP is an advantage or knowledge in ERP system would be preferred.
• User experience: Salesforce platform
  
  

WORK EXPERIENCE:

Ideally with some Customer Service experience is desirable.

What Will Put You Ahead

SKILLS & ABILITIES:

REQUIRED:

• 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 following company policies and business guidelines.
• Communication skills to liaise with internal and external contacts.
• Negotiation skills: Considering customer satisfaction and optimizing business results for Molex.
  
  

PREFERRED:

The ideal candidate will be proactive, flexible, shows genuine interest in customer needs and has a sense of urgency. The candidate will have an organized approach, is expected to work independently in a high pressure environment and needs to show a sense of urgency to address customer issues. Confidentiality is a requirement in this position. Commercial sense is important as well as sensitivity to the needs of others.

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.

Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.