|
|
The GCS Customer Service Professional is primarily responsible for the following activities:
• Manages and executes the customer order process, invoicing and invoice correction processes. This includes the execution of invoice adjustment requests and product returns
• Pro-actively work with customers to keep them advised of account status and understand changes in their needs and requirements
• Provides first level technical support for internet customers promoting OCS
• Executes the controls required in the order taking process for GEMS
• Responsible for prompt and accurate processing of customer orders and inquiries in GEMS
• Responds to customer requests for invoice corrections and changes, order changes, product returns and account adjustments/master updates
• Update customers and work issues relating to inventory availability, diversions, warehouse and terminals
• Process service orders and customer claims
• Direct interface with external customers in taking, revising, and service sales orders via phone, mail/fax, and OCS
• Achieve and maintain understanding of applicable Exxon Mobil Chemical products
• Maintain Sales service account responsibility for several sales territories
• Coordinate response for all emergency or special supply situations
• Issues non-dispute related credit and debit memo request to customers
• Reviews appropriate reports for incomplete or blocked orders that have not been shipped. The appropriate actions are taken to ensure orders are delivered on time or revised delivery dates are negotiated
• Communicates projected delivery date to respective customers and updates in GEMS
• Engages pricing coordinator and customer set-up as required for resolution of customer issues
• Responds to customer requests for bills of lading, certificates of compliance, certificates of analysis, MSDSs, invoice copies, general, SEUS documents, invoice inquiries, …etc
• Logs, resolves, and responds to customer issues, concerns and complaints
• Escalates unresolved customer complaints, inquiries, etc. to the Team Leader as required
• Monitor Sales control and forecasts for several product groups
• Demonstrates ongoing commitment to GCS initiatives and champions resolutions
• Responsible for stewardship input and follow up as requested by the Team Leader
• Complies with Team Leader proposed schedules and associated guidelines
• Accountable to update and relay information with regard to schedule changes to appropriate contacts including after hours coverage if required
• Inputs order specific pricing authorized by Sales (OTP)
• Resolves supply allocation issues with supply
• Maintains excellent external customer relationship ensuring contract and customer specific requirements are executed
• Interface with the Logistics Group regarding late and missed deliveries
• Communicate carrier/transportation issues to Sales and Customers
• Complies with quality metrics as communicated by the Team Leader
Please kinldy send your cv to mp0170@manpower.com.cn |
|
发表于 2011-5-31 09:02:43
