Customer Service Specialist

Basic Function

The purpose of the job is to provide professional, efficient and timely customer service to customers, customer management team, suppliers and other stakeholders for the complete order-to-cash process, area focus on order confirm & system handling for RMB biz in China.

Roles & Responsibilities

• Deliver highest quality service to customers in China by handling customer requests in a timely and professional manner 
• Responsible and accountable for the resolution of order-to-cash process problems and effective communication to all involved parties
• Respects all policies and procedures and proactively “lives” them. 
• Participate in Internal and external audits
• Capable to serve strategic and important customers i.e. global accounts or distribution
• Check accuracy of Customer  Master Data in  the SAP system in liaison with Master Data Focal point
• Handles and resolves customer complaints in a tactful and professional manner to ensure customer satisfaction consistent with LyondellBasell’s guidelines.
• Monitors payments and, where necessary, supports Finance/ credit team with the calculation of rebates. Requests credit and debit notes for price corrections.
• Ensures mutual exchange of information between customers, sales and other internal departments (incoming orders, lost orders, outstanding payments, complaints, and special incidents).
• Record the operation data in to the “G” drive for checking and tracing when needed
• Timely to report issues 

Min. Qualifications

Education: 
1.    University / college degree preferred or equivalent experience
2.    IT capabilities (SAP, MS Office)

Work Experience: 
1.    Minimum of 2 years in Customer Service or similar role with customer contact.
2.    Familiar with SAP or ERP system – order to cash function

Languages:
1.    Mandarin 
2.    English

Preferred Qualifications

Work Experience: 
1.    Knowing domestic & international trade flow 
2.    Knowing bank handling process well or has the experience for bank handling. 

Competencies