Senior Associate Specialist, Customer Service

Overview

The Senior Associate Specialist Customer Service is responsible for perfect order fulfillment within the order to cash process to deliver customer satisfaction.  Order to cash may include pricing administration, order entry, customer service/problem resolution, billing coordination, collections and master data maintenance, and complaint handling.

Responsibilities

• Ensure perfect order fulfillment of orders and resolve issues as required
• Work closely with sales management for billing adjustments
• Key transactional contact for customers
• Maintain key internal relationships; including marketing, sales, supply chain planning, quality, application development, product management, credit, financial shared services, and procurement
• Update customer master information in SAP
• Perform the diversified customer pricing applications in SAP
• Process billing related adjustments (e.g. returns, credit/debits)
• Document and follow up of internal and external complaints
• Where necessary , support sales representatives and business line managers with sales data analysis, report requests and customer follow-up

Qualifications

• College/university degree
• Fluent English
• SAP knowledge is an advantage
• Troubleshooting/problem solving skills
• Ability to build relationships
• Customer Service experience is an advantage
• Good communication skills
• Precise, detail-focused
• Ability to multitasking
• Able to cope with stress
• Positive attitude, friendly, empathy
• Accountability and ownership
• Follows the rules, but also thinks out of the box and is open for other solutions