Solves day-to-day problems by executing a full scale of customer service activities with some oversight (i.e. sales order processing / scheduling, customer complaints, payments, purchasing)
Executes on fulfillment of customer orders/sample requests and customer related administration requests efficiently
Applies a comprehensive understanding of customer service practices and procedures to identify areas of improvement and cost management deficiencies to strengthen customer relationships
Ensures customer problems are resolved promptly and customers are satisfied
Prepares correspondence to secure additional customer information to resolve customer disputes
Accountable for order management for assigned geography and provides backup for colleagues, to include but not limited to taking orders, coordinating schedule with the plant, completing necessary documents, scheduling, and invoicing
Supports order entry for international orders including FCL, LCL and airfreight
Files and maintains customer records
Verifies order completeness and accuracy against purchase orders
Ensures compliance with contractual obligations including pricing agreements and letters of credit
Supports other team members as needed
Logistics Administration/ Order Management (35%)
Coordinates logistic activities for both air, rail, and ground/water (LCL and FCL) to ensure order fulfillment goals are achieved
Coordinates load planning and allocation of product as directed using Enterprise System
Creates shipping documentation (proforma invoices, FedEx, and other documents)
Provides necessary documents to forwarders/customers for shipments including invoice, packing list, and bill of lading
Monitors container shipment and shipping document status
Ensures customers orders are within the planned strategy provided to customer service by the commercial organization
Supports planning and execution of replenishment to international warehouses as applicable
Partners with external logistics and documentation business partners
Additional Projects and Responsibilities (20%)
Pricing & Analysis
Enters pricing into the ERP system; follows up periodically to review and update
Reviews and creates moderately complex internal/external benchmark reports and activities (business rules, central reports analysis)
Actively monitors and tracks demand consumption verses contract, forecast and/or standard order lead- time and making / implementing recommendations for process improvements in cooperation with customers
Compiles and analyzes letters of credit fees by country and customer
Manages freight rates per order to ensure the rate is within the budgeted amount
BuyBack / Diversions
Manages resin buy-backs and coordinate the re-sale of resin
Manages the process of the diversion of orders
Customer Setups & Customer Accounts
Enters new customers into SAP and Salesforce
Makes updates to existing customer accounts (ie. Address changes, address additions, terms change, name change)
Warehouse Partnership
Works with warehouse partners to execute on the shipments and other needs of customers
Service Center Email
Manages the Service Center email to include supporting customer needs, filing of CoA's, and distributing emails to appropriate people
Environmental, Health & Safety Leadership (5%)
Operates safely within NatureWorks policies, procedures and governmental regulations and fully participates in and champions NatureWorks Environmental, Health & Safety (EH&S) Programs
Ensures the EH&S Programs are being followed and provides a safe working environment to our employees and customers
Accountable for building a strong safety culture and actively pursues it on a daily basis; identifies unsafe behaviors and conditions and intervenes to mitigate incidents
Other duties as assigned
Qualifications
Education and Experience Required:
Bachelor's degree or minimum 5 years experience in supply chain or logistics
3-5 years in customer service, supply chain, logistics or related experience
Proficient various computer programs including Microsoft Office Suite/ SAP
English / Mandarin language proficient level required.
Other (knowledge, Skills And Abilities)
Ability to develop and maintain customer relationships, understand our business and our customer's business, demonstrate intelligent flexibility and business judgment
Supports NatureWorks vision and values through project / teamwork
Strong customer focus and service orientation with the ability to interact effectively with employees and vendors at all levels in a cross-cultural setting
Understands the plans for meeting the business strategy and objectives, and how it relates to daily activities
Demonstrates speed and flexibility as appropriate in responding and adapting to changes
Promotes cooperation within the team and between teams
Demonstrated ability to adapt to a challenging and developing environment; willingness to take on new responsibilities as our business evolves
Working Conditions/Physical Requirements
This position works in an office environment
Regular business hours
Requires use of office equipment such as computers, fax machines, telephones, and copiers
Required sitting and computer-related activities for extended periods of time
