Communicate with customers, 3rd party logistics suppliers (3PL) Anderson Development customer service colleagues to support world class service to customers. Transact customer sales order along with ADC customer service, and liaise with 3PL to schedule pick up or deliveries to customers.
Interact with customers by phone, email, and/or in person to receive orders, cancellations, and changes for orders or products or to clarify needs/requirements. Communicate changes, delays, requests, etc. to Business Development Manager and customers as appropriate. Complete various forms, collect and share necessary documents and input information for the order flow process.
Coordinate shipment of products, expediting shipments, arranging pick-up of defective products with customers.
Facilitate warehouse inventory replenishment along with internal and external stakeholders. Anticipate and communicate extraordinary changes in replenishment as it relates to customer orders, changes and patterns.
Coordinate complaints concerning billing, product or service and referring complaints by interfacing with Quality Assurance or R&D groups. Work with appropriate departments to identify root cause and corrective action.
Facilitate communication and documents like SDS, TDS, GHS labels and documents like COO, B/L, Invoices, POs, CofA. Review and determine accuracy of details in these documents to ensure seamless customer service and product transfer from supply points to 3PL to customer.
Adhere to Anderson Development's standards and management system for quality, environmental, health, safety, security, and Responsible Care. Work in a safe, responsible manner and in accordance with ADC’s Mission Statement.
Up to degree in business, international trade, supply chain or logistics.
2-5 years combined academic + industry experience in customer service, logistics or related field.
Possess analytical, problem solving and organizational skills.
Must possess outstanding interpersonal skills- to communicate with professionalism, empathy and be able to de-escalate difficult conversations with customer first mentality.
Proficient in both Chinese and English languages- written and verbal communication.
Must be able to balance multiple projects and interactions.
Familiarity with ISO9000, Responsible Care and other management systems is desired. Proficient in Microsoft Office Suite, Outlook, One Drive.
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