Customer Service Representative

GENERAL SUMMARY OF POSITION

Customer Service Representative provides maximum customer satisfaction by efficiently managing:

• the customer portfolio of his/her business or region
• all internal customer service related processes in close cooperation with his/her internal customers like Sales, Logistics, Marketing, Credit & Control and Master Data

RESPONSIBILITIES & SPECIFIC ACCOUNTABILITIES

Reporting to the Lead Customer Service, you will:

• Act as prime contact person for the customers of his/her portfolio
• Ensure timely delivery of correct product to his/her customers, manage back order situations and propose alternative solutions where possible
• Manage (receive, register, follow-up and report) all service complaints received from his/her customer and ensure a professional and pro-active feedback to the customer
• Monitor the price and contract management process by keeping the overview of the prices active for his/her customers and ensure that they are correctly registered into the system
• Manage all issues related to pricing errors in liaison with the Credit & Control department and the sales team

Order Management

• Manage the correct reception of the customer orders in her/his area of expertise (GBU/market) by ensuring that the incoming orders are timely and correctly registered into ERP system
• Accountable for timely and accurate process all customer orders into the ERP system for ANZ and ROA region.
• Work closely with Customer Service Representative in relation to management of order processing and block orders
• Ability to examine purchase order, determine method of shipment, MOV, MOQ etc.
• Answer all queries from CSR & sales related to the input of customer orders.
• Take action on back order lines upon planner request
• Contact RPM or Marketing team directly to fix product code issue
• Send ticket to MDM team when pricing issue need to be fix
• Contact Finance team and GTC to update costing when code in NEW status
• Stock hard reservation and PO hard reservation need to be execute when it's required
• Prepare Block orders for PTO customer twice per week and send to sales & CS
• Contact C&C &planner to release hold for E&O order to perform hard reservation
• Communicate to SFDC and IT team to fix current issue and for the improvement.
• Any other activity at the request of the Team Leader Order Administration or other stakeholder
• Do presentation on team's KPI when required
• Carry out pick slip cancellation upon request logistic team

What you will bring:

• University degree or equivalent obtained by experience in a similar environment
• 1 to 2 years of experience in an international customer support position
• Excellent communication skills; Fluent and good oral and written knowledge in English.
• Experience in Oracle
• Experience in Letter of credit
• PC literate: good knowledge of PC, network and standard packages used under Windows.
• Attentive to the details
• Team player

What you can expect from Ansell:

• Work for a world leader in the health and safety protection solutions industry.
• A secure workplace with competitive remuneration and annual bonus based on own and company performance.
• Flexible schedule with a combination of home and office-based working.
• Inclusive, collaborative, and supportive work atmosphere.
• A diverse and international work environment.

Equal Opportunity Statement

• Ansell commits to securing an equal opportunity recruitment and selection process.
• All interested candidates are encouraged to apply and will receive consideration for employment regardless of age, sex, gender identity, sexual orientation, race, color, ethnic origin, religion, disability, genetic information or any other factors that could be deemed discriminatory.