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Executive, Customer Service

 

Description


POSITION NAME:

Customer Service Executive

DIVISION OR CORPORATE FUNCTION:

Global Sales and Marketing Division

REVISION DATE:

27 Jan 2014

LOCATION:

APS

REPORTS TO:

Refer to Org. Plus

SUPERVISES:

N/A

CONTACTS:

Sales Engineers, Quality, Finance, Supply Chain, IT, Product Managers and Molex entities. Your external contacts are your customers, freight forwarders and warehouse providers.

PRIMARY PURPOSE:

To be the main point of contact for all order fulfillment activities, responding to inquiries of the assigned customer accounts promptly and efficiently. Co-ordination of all post-order activities on shipping and complaint handling.

DUTIES & RESPONSIBILITIES:

1.

Order Process management. Receive, check and process customer orders received on SAP. Follow-up with customers or internal departments on missing or incorrect data.

2.

Action requests for order changes with the relevant plants by following customer T&C’s when defined or per Molex Financial policy guidelines on:

· Expedites;

· Pull-in/push-out;

· Increase/decrease/cancellation.

3.

Monitor customer order backlog and pro-actively initiate expedites with the objective to meet CRD. Pro-actively inform our customers of any relevant changes in delivery schedules.

4.

Analyze forecast demand against actual orders for all scheduling agreements and give feedback to customers, where the agreed parameters have been exceeded. The assigned responsibility may also include VMI customer where coordination required on the transition from an order driven customer to a consignment customer following the proper consignment guidelines. Coordinate relevant actions with Supply Chain, Sales and customer. Need to refer to Global VMI Key Criteria for VMI approval and adjust the appendix in coordination with the Contract Specialist/VMI Analyst. This also includes close follow up to ensure proper consumption billing and to perform hub inventory reconciliation as required.

5.

Shipping management. Co-ordination of any special shipping arrangement with the manufacturing locations/divisions, freight companies and warehouse as relevant. This will cover activities such as: Premium freight, agreement on freight cost liability and drop shipments.

6.

Complaint Handling (Quality Notifications and Dispute Management). Process customer complaints on the SAP system per the company guidelines. Co-ordinate relevant corrective actions with customer, sales engineers and plants to replace defect products and close the issue by providing 8D reports, credit notes etc. Maintain customer websites where requested.

7.

Distribution Scrap allowance as applicable. Process distribution scrap requests per contractual agreement and within company guidelines.

8.

Initiate requests for SAP Master Data maintenance:

· Customer master;

· Customer Material info records;

· Material master.

9.

Customer Scorecards. Review and coordinate feedback of any required corrective action based on scorecard data with Sales and inform the customer.

10.

Monthly reporting. Provide input (Red/Green flags) to CSR supervisor/manager in timely and accurate manner

11.

Customer visits in co-ordination with appropriate stakeholders.

12.

Understand, support and contribute to current Molex Total Quality Management (TQM), Six Sigma, International Standards Organization (ISO) and Environmental, and/or Health and Safety (EH&S) Management Systems by following stated policies and procedures.

13.

Perform other related duties as assigned by management.

PERFORMANCE MANAGEMENT:

1.

Customer Satisfaction (Scorecards)

2.

Delivery Performance goals as per the company Focal Points

3.

Reduce Service related Quality Notifications as per company Focal Points

4

To comply with all Focal Points and departmental goals as determined at the beginning of each Fiscal Year.

SCOPE:

Entity focal points and Customer Satisfaction (Scorecards)

EDUCATION:

REQUIRED:

· Diploma or above; equivalent with few years of relevant Customer Service experience.

· English language is mandatory where in some location Mandarin may also be mandatory.

· Good PC skills are necessary including Microsoft Excel, Word & Outlook.

PREFERRED:

· Knowledge of SAP is an advantage or knowledge in ERP system would be preferred.

WORK EXPERIENCE:

REQUIRED:

6 to 7 years Customer Service experience is desirable, preferably gained in electronic industry.

SKILLS & ABILITIES:

REQUIRED:

· Problem Solving: Offer solutions and efficient responses to meet customer requirements operating within the company guidelines and goals.

· Decision Making: Make efficient decisions meeting customer requirements following company policies and business guidelines.

· Communication skills to liaise with internal and external contacts.

· Negotiation skills: Considering customer satisfaction and optimizing business results for Molex.

PREFERRED:

The ideal candidate will be proactive, flexible, shows genuine interest in customer needs and has a sense of urgency. The candidate will have an organized approach, is expected to work independently in a high pressure environment and needs to show a sense of urgency to address customer issues. Confidentiality is a requirement in this position. Commercial sense is important as well as sensitivity to the needs of others.

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