Global Customer Service Specialist

2 months ago

Nanjing, Jiangsu, China Celanese Corporation Full time

Overview:

Senior Associate Specialist plays a key role in delivering exceptional customer experiences for the Performance Material business. Their primary responsibility is to ensure seamless order fulfillment within the order-to-cash process, guaranteeing customer satisfaction. This encompasses order entry, pricing verification, customer service, problem resolution, assists with collections and master data maintenance, billing coordination, complaint handling, and maintaining key internal relationships.

Responsibilities:

  • Ensure timely and accurate order fulfillment, resolving any issues that may arise.
  • Serve as the primary customer service contact for customers and/or service providers.
  • Establish and maintain key internal relationships with Order Coordinator, Sales, Logistics Operation, Import/Export, Supply Chain Planning, Scheduling, Product Manager, Trade Compliance, Credit, Accounting, Tax, Financial Shared Services, and Quality teams.
  • Support proactive and corrective actions within their area of influence.
  • Update customer master information in SAP, including clarifying and recommending credit limits in coordination with Credit Management.
  • Interact with third-party service providers, such as Freight Forwarders, Warehouses, and Vendors.
  • Comply with SOX Controls.
  • Monitor and resolve order and delivery blocks.
  • Provide price confirmation to customers, perform price verification between SAP and customer PO, and maintain communication about pricing with the account manager and sales management.

Qualifications:

  • Bachelor's degree and 3 years of customer service experience (not call center).
  • Experience in ERP Systems (SAP preferred).
  • Fluency in spoken and written English (second foreign language could be an asset).
  • Proficiency in Microsoft Office applications (including Outlook, Excel, PowerPoint, Word).
  • Team player with excellent communication and problem-solving skills.
  • Ability to handle stressful situations and rapid response to emergencies.
  • Understanding of exports/imports, regulations, letters of credit, revenue recognition, documentation requirements, and regulated products.
  • Advanced time management skills and self-management of incoming requests and demands based on deadlines and business/customer requirements.
  • Positive attitude and ability to handle change, including managing shifting priorities based on customer needs and current product supply.

As a global chemical leader, Celanese Corporation empowers its employees to deliver exceptional customer experiences through its differentiated chemistry solutions and specialty materials. Our businesses leverage the full breadth of Celanese's global chemistry, technology, and commercial expertise to create value for our customers, employees, and the corporation. We strive to make a positive impact on our communities and the world through The Celanese Foundation.

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