Customer Service Officer

Job Title: Customer Service Officer
Report to: North Asia Supply Chain Manager
Business Unit: DFS China
Location: Shanghai


The Challenge:
1. In accordance with the OTC-principles and guidelines, the CSA takes ownership of the correct order processing and all communication related, for a correct order handling, respecting the boundaries of the supply conditions and focusing on customer satisfaction.
2. The CSA acts in a multi disciplinaire context. Clear and effective communication and sharing of information between multiple internal and external stakeholders is important.
3. The CSA acts in an international and multi-cultural environment using different
4. foreign languages on a daily basis. Awarenes of cultural differences is very important.
5. Understands the various information in the system and its interrelations.
6. Support the business goals to the max and at the same time handle problems, complaints, delay with urgency or high urgency.
7. Liase with logistics, planning, sales, QA and finance to stay informed, to solve problems and to secure customer satisfaction in all situations.

The Position:
1. Manage sales order in-take. Order processing within 24 hours after receipt of order, and order confirmation within 24 hours after order entry.
2. Surveillance of call-offs against contracts, delivery lead-times, pricing, MOV, item proposals and informs account management and customers accordingly.
3. Check and monitor order blocks: pricing, credit, allocation, availability blocks, in close collaboration with different functions (Sales/Planning/Finance/PA).
4. Surveillance of return orders within the customer complaint process, replacement of goods, and all documentation/certificates related to the orders, i.e. orders confirmation, invoices, credit notes.
5. Handle customer complaints on responsible product lines, maintain CRM system according to global requirements; and review results with responsible sales.
6. Keep relevant stakeholders informed about the status and changes in the order and potential risks in delivery; suggests alternatives when required;
7. Support sales management in the follow up on outstanding payments, monitoring and escalate credit limits
8. Correct maintenance of customer master data.
9. On-board and train customers on Web shop; if occurred.
10. Occasionally have customer visits or meetings together with sales manager
11. Act as a backup in case of absence of colleagues
12. special assignment next to the regular activities: assignments could be e.g. Focal Point or Key User: Letter of Credit, Master data or participation in small projects

The Ideal:
1. Colleague or university graduate, or equivalent experience in SCM/ Logistics related field
2. Fluently speaking two foreign languages, English and Japanese mandatory.
3. Minimum 1 year’s experience in related fields: logistics, customer service.
4. Experience with Microsoft Office and ERP system, preferable SAP.
5. Commercial skills.

中国上海浦东新区李冰路476号 地图

招聘负责人姓名：Shen Faye