Areas of Responsibilities: 

Provide effective and efficient service that meets the customer’s standards for service and quality.  Acts as the critical link in the fulfillment of each sale and in the fulfillment and enhancement of Formosa’s brands and image, by providing timely and consistent delivery of the products and services specified and required by the customer.  



 

Customer Relationship Management: Take initiative, and act creatively and diligently as a problem solver with proactive communication.  Consistency and professionalism is expected along with proficiency in time-management and good organizational skills. Demonstrates credibility by anticipating and recognizing customer concerns and by delivering on commitments made. Perform continuous liaison with internal contacts (including sales representatives, shipping, traffic and other related functions) and with external contacts to resolve individual customer needs and situations.

Error-Free Customer Order Processing: Accurately process orders and other data entry requirements with attention to detail. Analyze and identify root causes for errors. Pursue solutions resulting in a reduction of order errors and work collaboratively with Lead Supervisor and Supply Chain Manager to develop countermeasures for improvement.

Expedite On-Time Delivery and Minimize Delivery Blockages: Perform consistent and timely follow-up and feedback to Customer, Sales, and any other function involved in the order cycle.  This involves thorough and precise communication, and tracking and recording each element of the customer’s transaction. Integrates actions and solutions which may include various issues such as product inventory, volume or scheduling, credit release, meeting specifications/quality requirements, availability of railcars/carriers, and timing of shipments.

Facilitate the Processing of Customer Complaints through Fact Gathering: Gather facts involving diverse situations which may include, among others, product quality, delivery issues, product specifications and quality.  Communicate findings to the appropriate individuals and file complaint.

Manage Consignment/Outside Terminal Inventory: Consistently, and in a timely manner, monitor and manage Consignment and Outside Terminal inventory to ensure adequate inventory levels that are not in excess of 30 days from placement date.



 

QUALIFICATION REQUIRED:  MINIMUM COMPETENCIES, SKILLS, EXPERIENCE, AND/OR PRIOR TRAINING

 

• One year certificate from college or technical school; or 1 to 3 years related experience and /or training; or equivalent combination of education and experience.


• 1~ 3 years experience in the customer service field.  Ability to handle small and medium Domestic accounts including consignment and outside terminals.


• Demonstrated achievement in providing customer satisfaction.


• Excellent English verbal and/or multilingual.


• Able to read, analyze, and interpret emails, purchase orders, contracts, Standard Operating Procedures, NANs, SPRs, CQRFs, and any other job related reports.


• Excellent written communication skills by use of emails and written reports.


• Strong phone etiquette with good listening skills and ability to answer phone within 3 rings if available.


• Effectively present information and respond to questions from internal and external customers and managers.


• Physical requirements include duties common to a regular office environment.


• Demonstrate exceptional teamwork and customer service; behave professionally; treat others with respect and dignity.


• Must have regular, reliable attendance as well as the ability to work outside the regular schedule as required.


• Some minimal travel may be required.