Customer Service Representative, Back Office

About the role:

To manage all the data handling effectively and efficiently ensuring smooth operations of end-to-end process.

Responsibilities:

• You are responsible for processing orders received through the local market, and you are expected to complete them on the same working day. If you are assigned to order processing, you will not be involved in managing customer master data.

• You will receive training to handle post-sales requests such as block management, IDOC block management, plant switching, discontinued handling, and backorder follow-up. Your role is to maintain, implement, and monitor accurate order blockage reports within the SAP database system. Your goal is to ensure the timely release and resolution of all blocked customer orders according to service level agreements.

• You should review and take action on any returned mail to maintain an up-to-date database and minimize returned mail.

• Due to the different operating hours in various markets, the Centre of Expertise follows a roster schedule, and fixed working hours may not be applicable.

• You are expected to work flexible hours based on the needs of the position. The Centre of Expertise in EMEA countries may not observe public holidays in China. If you work on a public holiday in China, you will receive paid time off or overtime as compensation. 

• You may be assigned other reasonable duties as requested by the Team Leader and Team Manager.

• Effective communication is important, and you should respond clearly, professionally, and in a timely manner. If there are any issues, you should escalate them.

• When necessary, you will interact with internal and external stakeholders in the respective markets.

• You will also collaborate with the Front Office team in the respective markets and build a positive working relationship with them.

Requirements:

• Education Qualification –university graduate from any discipline, English grade minimum CET6. 

• Work experience from Back office support or shared services will be of an advantage.

• Basic knowledge of Microsoft Word/Excel/PowerPoint and Outlook essential

• SAP knowledge is desirable though not essential.

• Being able to read, write and converse in English is essential.

• For English markets minimum CET4, other languages are advantages.

LI-Hybrid

LI-EM1