Customer Service Representative (Night Shift)

Customer Service Representative (Night Shift)

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• Support and act as single point of contact for customers Order Management and coordinate with inside Sales and planner located globally.
• Fully responsible for ensuring efficient, high quality and personalized customer service through order processing and assisting customers with special requests. Develop good and professional relationship with customers through regular forecast and planning collaboration.
• Lead, support and maintain consignment programs to protect both customers and company interests.
• With sufficient knowledge of Oracle or related ERP, Customer Service Policies, ISO requirements and Sarbanes Oxley requirements ensuring accuracy of order management.
• Additional knowledge and experience in Distribution Planning; managing commit plans with Factory SCM, demand-supply analysis, supply allocation during shortage, and execute to exceed Global Metrics targets.

Job Duties and Responsibilities:

• Order Management
• Enter orders and amendments to orders into the Knowles’ ERP System.
• Validate Distributor Scrap allowances and create RMA orders.
• Create sample orders in Knowles' ERP system.
• Support delivery and lead time enquiries.
• Print and proofread order acknowledgments and send them to customers.
• Handle EDI order exceptions.
• Review workflow errors.
• Manually create Sales Orders.
• Create End customers.

2. Responsible for the resolution of rescheduling and/or rerouting of product, shipping problems and/or delays, returned goods and pricing issues.

3. Management of quality concerns by liaising with the appropriate Company Quality personnel to establish corrective actions. Following up with the customer to ensure satisfaction has been achieved.

4. Assists Sales & Marketing personnel with order information and reports as needed.

5. Require in depth understanding of the customer systems to retrieve the necessary information such as customer forecast/demand, usage and inventory status.

6. Holistic analysis of customer demand, based on forecast data and statistics. Apply ad-hoc knowledge and experience (seasonality trend, fiscal year and quarter end dates) to learn how it affects customer’s actual consumption.

7. Understanding of Supply Chain ATP (Available to Promise) logic and ability to work with customers to synchronize supply chains. (E.g. Work with customers to align expectations for lead times)

8. Ensure high data accuracy in Oracle, such as (but not limited to):

• Purchase Orders and Sales Orders, example CRD and SSD
• Customer Profile (Such as name, address, payment terms etc) in System
• 3rd Party Denial Screening
• Maintain accurate feedback in Customers system where applicable
• Consignment related: Consumption sales order, Consignment Billing Projections, Min Max and DOS maintenance and Hub Inventory accuracy via bi-weekly report reconciliation and yearly PI Count

9. Require understanding on customer contract which relates to supply chain.

10. Able to understand customer requirements on packing, labelling and shipping and effectively convey to the WHS and Shipping department for execution.

11. Lead and involve actively in customer meetings from Global Order Fulfilment Perspectives.

12. Timely escalation to superior on any Customer Potential Line Down issues.

13. Able to handle routine tasks with minimum supervision and perform other ad-hoc duties as assigned.

Authority:

Prepare Sales Orders per Customer Purchase Order and drive customer forecast to enter into Oracle and escalate to Customer Service Section Head/Manager.

Job Requirements:

• Candidate must possess at least Bachelor's Degree or equivalent working experience.
• Total working experience of 1-3 years in the field of Customer Service or planning.
• Good verbal and written communication skills, able to manage high demanding customers and work with counterparts at local and overseas plants.
• Good in application of Microsoft Excel.
• Experience in Oracle or any ERP system is an added advantage.
• Availability to work on shift (working hours: 11pm to 8am) to support US-based customers.
• Able to travel whenever required.