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Customer Service Representative

Description

What You Will Do In Your Role

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

  • 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.
  • 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.
  • 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.
  • Distribution Scrap allowance as applicable. Process distribution scrap requests per contractual agreement and within company guidelines.
  • Initiate requests for SAP Master Data maintenance:

- Customer master;

- Customer Material info records;

- Material master.

  • Customer Scorecards. Review and coordinate feedback of any required corrective action based on scorecard data with Sales and inform the customer.
  • Monthly reporting. Provide input (Red/Green flags) to CSR supervisor/manager in timely and accurate manner
  • Understand, support and contribute to current International Standards Organization (ISO) and Environmental, and/or Health and Safety (EH&S) Management Systems by following stated policies and procedures.
  • Perform other related duties as assigned by management.

The Experience You Will Bring

Requirements:

  • Customer Service experience
  • Proficiency in Microsoft Excel, Word and Outlook
  • Good communication and interpersonal skills
  • A problem solver and effective negotiator
  • Able to work independently in a fast-paced environment
  • Sense of urgency to address customer issues

What Will Put You Ahead

  • Diploma with 1 to 3 years of relevant customer service experience
  • Working knowledge of SAP is advantageous

 

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