Representative 1, Customer Service

工作内容

Description

What You Will Do In Your Role

Primary Purpose

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.

Duties & Responsibilities

• 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)

The Experience You Will Bring

Education

Requirements:

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

REQUIRED: Ideally with some Customer Service experience is desirable.

What Will Put You Ahead

Required

SKILLS & ABILITIES:

• 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.