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Customer Service Specialist II R4

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Tracking Code
5318
Job Description

PRIMARY DUTIES

  1. Professional communication window between external functions(customer/sales/marketing) and internal functional departments in daily business affairs
  2. Order Management from customer inquiry to order entry till its remittance
    • Set up & maintain customers
    • Maintain system price
    • Take care of customer inquiries/requests on item/inventory checking or kinds of documents (MSDS/Data Sheets/COA’s etc) etc.;
    • Handle sample request, arrange delivery and follow up sample trial with Sales;
    • Input orders into system, follow through out the production, credit control, shipment to make sure order be fulfilled on time & in full; if any reason an order has to be hold, try to solve the problem with customers/Sales and internal functions to get alternatives and clearly explain to customer;
    • Keep accurate records of discussion or correspondence with customers; monitor order patterns to be proactive;
    • Review the order cycle and keep Sales updated; Periodically & courteously communicating with customers by telephone and email to inform them the order status, and following up issues, give prompt feed back, etc (backup communication channel of Sales);
    • Invoice Administration within HB Fuller companies and customers by complying with government financial policy
  3. Complaints & after sales handling: Taking lead in handling complaints from case log till its closure. Soliciting internal resources to investigate and get the root cause & corrective actions;
Required Skills
  1. Good planning and organized capability; Detail oriented
  2. Team player with good sense of service (with both internal & external customers);
  3. Excellent communication and phone skills
  4. Good problem solving skills, ability to handle unpleasant situation and handle in the best interest of both the customer and company
  5. International trade knowledge and process experience
  6. Computer literacy, basic financial principle knowledge required
  7. Basic accounting knowledge is preferred
Job Location
Guangzhou, China
Position Type
Full-Time/Regular
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