Customer Service Representative

What you’ll do:

•    Prepare sales contract for customer and collect required information, part number, pricing and special requirement;
•    Coordinate with sales and pricing team to resolve SO pricing issue;
•    Collection PO daily and submit to planning team to review best delivery dates, let customers know the request date showed in OA is our confirmation ship dates.
•    Process customer orders which planner reviewed and confirmed into SAP system;
•    Ensure customer order with all required information and process with planning confirmed LT;
•    Advice Finance to for any updates for customer master file related to customer-specific notes/shipping instructions. Also send  customer sales orders acknowledgements and shipping list;
•    Communicate customers with order status and clarify pricing and availability of material numbers;
•    Contact sales team to resolve pricing issues related to contracts and quotes referenced by customers.
•    Monitor orders on hold for clarification and ensure issues are resolved and orders are released timely;
•    Respond to inquiries from customers and sales regarding most administrative aspects of the status of customers’ orders or potential orders. CSR need to timely communicate with relevant function, in a manner that displays the utmost responsiveness and professionalism, as the customers’ main contact with Company;
•    Exercise judgment and take appropriate action regarding customer and sales force requests on most problems dealing with customer orders and resolve at maximum profit to our operations and service to customers. such as replacement order, premium freight shipment;
•    Coordinate with other departments to solve problems in invoicing, shortages, incorrect shipments, tracing shipments;    
•    Coordinate with QA to process return goods authorizations and enter replacement orders;
•    Chasing payment from customers for blocked shipment due to customer not paying us;
•    Determine allocation of existing inventory based on customer requirement and anticipated supply (plant input) provided by planning;
•    Manage escalated expedites with buyers and plants to meet customer requirements;
•    Communicate and support with customers and internal functions regarding to all sales orders relvant issues;
•    Conduct regular reviews with customers to validate open orders, backlog requirements, and forecast to ensure demand reflects actual business needs timely;
•    Monitor customer forecast submissions and demand trends, ensuring forecast data is timely, complete, and aligned with current market conditions;
•    Drive customer accountability for forecast quality and maintain regular communication to improve forecast stability and planning accuracy;
•    Identify and escalate demand risks, forecast deviations, and significant changes in customer requirements that may impact service levels, production plans, or inventory strategies;
•    Analyze customer demand, open order backlog, inventory availability, and forecast data, and proactively coordinate with Demand Planning to align supply with customer requirements.
•    Perform other appropriate functions as directed or requested;

Qualifications:

• Bachelor’s degree in Business , Marketing or English;
• 3+ years CSR experience
• Good written and verbal English communication skills;
• Proficiency in Microsoft Office applications, excellent MS Excel skills preferred
• Knowledge of SAP systems;
• Strong analytical and data management skills;
• Strong data management and analytical skills;
• Understanding of demand planning, forecasting, inventory management, and SIOP processes preferred;"
• Good communication and interpersonal skills;
• Strong customer focus and problem-solving skills;
• Open-minded and eager to learn new skills and business processes;
• Self-motivated, proactive, and results-oriented;
• Ability to work independently while collaborating effectively across functions;
• Strong sense of ownership and accountability.