Representative - Customer Service
Responsibility:
1. Serve as prime contact for order related activities for Westlake Epoxy- Asia business including domestic orders and import/export orders under Westlake Epoxy legal entity all around global. (EU/US/KR/CN)
2. Coordinate with logistics/plant/freight carrier to support on-time order shipment.
3. Coordinate with global freight carrier to manage the oversea shipment from other regions to Asia countries.
4. Work with finance to ensure the accurate customer invoicing process implement.
5. Communicate proactively with customers on requirements, order status, open complaints, etc.to ensure customer satisfaction.
6. Manage strategic key accounts orders according to business needs.
7. Build and maintain business relationships with customers through multiple communication channels.
8. Work across functionality to achieve optimal customer satisfaction, day-to-day troubleshooting & resolve customer & process problems.
9. Facilitate actions between multiple departments to meet customer specific needs (Customer portal …etc.).
10 Responsible for projects and other team activities which include but are not limited as followings
a)Participate in both internal and external order management audits to meet the compliance requirement.
b)Develop and manage team reports, analyze KPI and metrics to support for continuing team development.
c)Responsible for Subject Matter Expert (SME) Activities according to Manager and BPO needs, for example, join global customer service SME calls on behalf of APAC as needed and facilitate SME activities in regions.
d)Coach and train for new customer service when needed.
e)Participant or lead in projects or enhancing improvement activities when needed.
f)Serve as backup for others when needed.
g)Ensure appropriate performance in compliance according to company policies and procedures.
Qualifications:
1. Bachelor’s degree or equivalent combination of education and experience.
2. At least 5-10 years’ experience as customer service or similar positions.
3. Frequent SAP experience, outlook and office software skills are required.
4. Strong knowledge in both domestic and international trading.
5. Strong oral and written communication skills in both Chinese and English.
6. Ability to work effectively in a fast-paced, international, multicultural environment.
7. Strong teamwork sprite & be very detail oriented with the ability to adapt to changing priorities
8. Customer Oriented Mind Set.
Westlake offers you the potential to enrich your work life and career experience in an entrepreneurial environment. We work together to enhance peoples lives through our products and presence in the communities in which we operate.
Westlake is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any characteristics protected by applicable legislation.