A successful Customer Service Representative (CSR) must have a customer focused mindset, which enables her/him to deliver an excellent customer experience. The CSR has complete ownership of the order management process from initial order entry to product delivery for her/his dedicated accounts. The CSR interfaces with customers as well as internal and external functional partners. By building successful relationships, the CSR aligns multiple internal resources and capabilities, toward the goal of zero-defect customer experience. Strong communication skills allow the CSR to translate the customers’ needs into information upon which, in line with business service standards. This position will need to cover two product lines Safety & Water. He/she will report to GC customer service leader.

Responsibilities:
Customer Engagement and Order Management
• Responsible for executing the following actions through SAP (P80 and P23) and process transactions.
1. order entry
2. outputs
3. deliveries/shipments
4. credits/debits
5. invoices
6. returns
7. samples
CSR is also responsible to archive all customer purchase orders and other relevant information pertaining to the order.
• Pro-active follow-up with customers in case of order changes or issues.
• Build working relationships with commercial team partners to meet customer expectations.
• Respond to customer inquiries and complaints in a timely manner.
• Review daily reports to proactively address and resolve issues.
• Responsible for investigating and driving timely resolution of customer issues and disputes.
• Make decisions for customers’ return following a quality complaint within their assigned Delegation of Authority (DOA) limit.
Controls and Compliance
• Adhere to policy and compliance standards.
• Understand and support both internal and external audit requirements.
• Provide timely responses for control & audit requests, including month-end order to cash processes.
• Understand and support both internal and external audit requirements as it relates to customer service activities.
• Ensure internal teams are providing timely follow-up and resolution of complaints.
• Responsible for taking action within assigned delegation of authority to perform SAP transactions (i.e. credits, returns, samples) while adhering to internal controls and SOX compliance.
Competencies:
• Building Sustainable Customer Relationships: Makes customers and their needs a primary focus of one‘s actions; develop and sustain positive and productive customer relationships.
• Managing for Productivity: Must possess strong organizational skills to provide accurate follow-up through completion of multiple concurrent tasks. Ability to monitor and review high volume of daily emails.
• Attention to detail & process discipline: accurate work attitude and thrive on process execution.
• Problem Solving: Ability to engage and resolve detailed issues.
• Embracing Change: Maintain effectiveness when experiencing major changes in work tasks or the work environment; approach change positively.
• Engagement: Demonstrate a willingness to actively commit to one’s work and to invest one’s time, talent, and best efforts to accomplish organizational goals.
• Teamwork and Collaboration: Work well in a team setting, embrace others’ differences and constructive feedback.
• Communicating with Impact: Possess professional verbal, written and phone communication skills to effectively engage with internal and external stakeholders. Required to have professional phone communications and interpersonal skills with multiple functional groups both internally and externally.

語文條件：
英文(聽:略懂、說:略懂、讀:中等、寫:中等)

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