Customer Care Specialist

4 weeks ago

Shanghai, China DSM Full time

Job Title: Customer Care Specialist

Report to: Customer Care Lead

Location: Shanghai

The Position:

Process customer order & scheduling
Manage/handle sales order in-take through manual input or digitization channels.
Arrange production scheduling plan according to customer’s requests
Coordinate the sales team and production sites for a smooth and effecitive order process and delivery
Manage information
Maintain the order information in ERP system
Support Credit Management
Check and monitor credit limits in close collaboration with the account manager and Finance.
Track the finance settlement on customer orders
Support Sales Team to make sure Customer Master Data accuracy
Handle complaint
Handle customer complaints on responsible product lines, maintain CCR (Customer Complaint Report) system according to global requirements
Manage customer relationship
Focus and understand the real requirement/expectation of external customer and fulfill them following the company compliance.
Remain good relationships with external customers
Achieve high quality service level following ISO & GMP standards
Work with sales team as a partner to provide the professional service to external customers.
Contribute to Project/Continuous Improvement
Seek Continuous Improvement opportunities through the daily work to lead and drive projects
Support project team to provide operation process/procedure information etc.
Support project implementation
SHE Responsibilities
Ensure individual compliance with DSM SHE requirements including attending SHE trainings, reproting incidents, mananging changes and improvements etc..and apply them to daily work.
Other tasks arranged by line manager
Authorities
Projects or Special Assignments
Provide the necessary information which project required such as process/procedure, business/operation scenario etc.
 

The Ideal:

University graduate, or equivalent experience in related field
Extensive knowledge of SAP sales & operations planning
Good English both oral and written ( CET 6 or the equivalent)
Can do attitude
At least 2 or more years of experience with multi-national enterprises in order management , demand management, supply chain management or logistics management.
Customer Focus
Teamwork
Accountability for Performance
Good Communication both in Oral and Written
Negociation skill

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