Customer Service Officer

The purpose of the Customer Service Officer role is to create and maintain strong partnership relationships with customers by helping them to succeed. She/he is responsible for processing customer purchase orders, resolving issues, handling general enquiries, cross referencing, expediting, and communicating with internal teams, suppliers, customers and sales representatives.

The Customer Service Officer seeks to achieve customer satisfaction in every transaction and can play a key role assisting the sales team to identify ‘solution selling’ opportunities. She/he serves as a liaison with all parties to enable sales growth.

What we're looking for:

• Education: Diploma / bachelor's degree, with 2 -3 years of customer service relevant experience will be a plus
• International trade / logistics major or related experiences will be a plus
• Qualification:
• Good interpersonal and communication skills
• Ability to work successfully in a team environment
• Good customer service, analytical and problem-solving skills
• Knowledge of SAP and Microsoft Office applications
• Self-motivated and demonstrates initiative and result oriented
• Must possess the ability to communicate effectively with Chinese counterparts

How you will thrive and create an impart:

• Relationship Development: Increase competitive advantage and drive customer satisfaction by building trust and developing relationships. Add value in every interaction by working together with customers and internal teams to develop beneficial solutions for their business. Provide higher and differentiating value not by what you do – but by ‘How’ you do it. Collaborates (with) and orchestrates the broader internal network
• Business Support Function: Help to drive new and existing opportunities by internally managing customer accounts appropriately. Together with the other departments, develop proactive solutions to create opportunities for selling the Avantor portfolio of products and services.
• Follow up with internal teams (e.g. sales), suppliers, and customers on any outstanding issues and make recommendations internally on areas for process improvement.
• Proactively interact with field sales to ensure regular communication regarding pricing and other customer concerns. Provide high-level quality service, closely aligned with sales, to enable sales growth. Efficiently coordinate information flow. Tracks success rates of KAM and AM bringing orders in for new products
• Co-ordinate with Purchasing, Logistics and Warehouse to achieve on time deliveries at all times.
• Ensure proper documentation and all order management processes are in accordance with corporate policies on revenue recognition, pricing, various import and export regulatory requirements, business ethics and practices
• Ensure timely reporting of orders, sales, inventory and backlog performance
• Identify and respond to customers’ inquiries and ensure resolution to customers’ satisfaction. Handling of customer complaints and managing returns
• Establish good working relationship with both internal and external customers.
• Provide after sales support, feedback and request
• Co-ordinate customer account set up
• Performs other duties as assigned.