Representative, Customer Service

工作内容

DescriptionWhat You Will Do In Your RolePrimary PurposeTo be the main point of contact for all order management 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 & ResponsibilitiesOrder entry accuracy and issue fixed.Meet / Exceed customers’ expectation on all services provided that include order acknowledgement & confirmation, delivery commitment and QA responses & resolutionWork with Sales to achieve Billing target.Monthly reporting to CSR supervisor/manager in timely and accurate mannerSample order and urgent shipment support.Perform other related duties as assigned by management.Performance ManagementCustomer Satisfaction (Scorecards)Delivery Performance goals as per the company Focal PointsReduce Service-related Quality Notifications as per company Focal Points4To comply with all Focal Points and departmental goals as determined at the beginning of each Fiscal Year.ScopeEntity focal points and Customer Satisfaction (Scorecards)The Experience You Will BringRequirementsEDUCATION: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

RequiredWORK EXPERIENCE:Ideally with some Customer Service experience is desirable.What Will Put You AheadRequiredSKILLS & 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.

PreferredThe 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.