Huntsman Corporation

Job Description:

1. Job Information:

Job Title : Customer Service Rep. 

Business : PU

Reports to : CS Supervisor 

Location : Shanghai / China

2. Job Purpose:

Protect and enhance Business Customer relationship by being the day to day operational contact with CN customers in various sectors. Be the link between customers, the sales managers, the supply chain and other appropriate functions, taking full accountability for customer orders from the point at which they are received until the point at which the invoice is been raised. Assist commercial and CS supervisor/manager to reach commercial objectives in the related sector and operations targets for the companies. Play as a key team player in the whole CS team and take up team back-up role when necessary.

Responsibilities in the customer service in the following areas:

• Responsible for agreement/order processing, customer inquiries, and customer complaints
• Local sales/FOC, indent sales, inter co. sales/PO orders processing
• Supporting sales and supply chain in supply demand balance
• Weekly sales/sales performance report; Monthly sales LV and performance report
• Supporting sales representatives in the field, where necessary provide specific reports to the relevant Commercial/Account/Sales/CS Manager
• Collecting market intelligence & feedback to sales and marketing department

3. Principal Accountabilities:

Order fulfilment and Delivery Solution/Operation Ensure that customer order requirements are clearly represented by way of order entry. Verify that Huntsman can adept all details of the order including all customers special order requirements. Ensure HPU pricing policy and approval process is strictly executed. Process orders accurately and efficiently according to established procedure:

• To receive orders including sales orders and sample orders from commercial team or customers by telephone, telex or other means, and co-ordinate with relevant sales representative;
• To get contract terms from commercial teams and get approval in accordance with the company’s LOA;
• To co-ordinate with production planner for the required products and dispatching date; or co-coordinate with the supply plant for the required products and dispatching date;
• To ensure all local sales and export sales have proper agreement or contract or purchase order signed with the customers and keep a clear and separate contract file for reference, meanwhile make sure to be strictly in compliance with SOX, legal requirement; and to get help from CS supervisor/manager, finance colleague or consultant if necessary.
• To monitor customer’s credit situation before dispatching an order and keep sales representative informed and get approval for delivery if there’s any credit occurs (strictly follow the company’s procedure and LOA);
• To keep clear record and filing of all the sales occurred by customer and by date; track all order in a timely manner to ensure no back order or due delivery open;
• To arrange shipment as per agreed delivery terms with haulier under the agreed the framework given by logistic, co-ordinate with logistic and export forwarder for export orders’ custom manual registration and shipping arrangement if any export order involved.
• To coordinate with warehouse for goods dispatching prior to the arrangement of goods delivery;
• To have transportation insurance properly arranged as per the company’s principle and agreed terms;
• To ensure SAP order with accurate price and payment terms to ensure to have a correct and clear A/R balance to customer with the report provided from Finance;
• Proactively monitor and expedite progress of customers’ orders. Keep the customer fully informed of any changes from the original promise. Ensure that the customer is invoiced appropriately. Communicate without delay to the relative parties of any changes in customer order requirements. This involves, where appropriate, direct contact with third party service;
• To help logistics to monitor the haulier’s or other service provider’s performance by logging non-standard service, concerns and complaints to logistics so as to contributes CS’s service feedback to the logistic department in measuring the supplier’s service level to ensure a high service level to all the customer.

Customer Agreements and Sales Support Support the relevant Account/Sales Manager/Representative, promoters in the developing, collection, maintenance and articulation of Customer Agreements in whatever form they may take and market intelligence. This includes customer master data, outline agreements, prices, commissions, rebates and customer specific sales specifications. Support related commercial for channel management. Timely raise request for updating of customer service related master data in SAP system and make sure of the accuracy. Contribute to the forecasting process carried out by the Account/Sales managers/CSO/CSS as input to the supply chain planning processes in related sectors. Where necessary provide specific reports to the relevant commercial/account/sales manager/CS managers, usually in weekly and monthly basis. To complete relative customer service activity weekly or monthly report to CS Officer/Supervisor/Managers accurately and promptly

Enquiries and Complaints Management To ensure that enquiry, including sales prices, technical, quality and commercial enquiry, product literature and sample requests, from present or future customer are promptly and adequately communicated with commercial teams and replied to promptly; To influence customers and other colleagues to provide order in plan for a better planning and service standard; To ensure that all customers’ complaints in the responsible service area are clear understood and promptly communicated with relative sales representative, CS Manager; help when necessary to gather information, analyze, report and propose solution to customer in close co-operation with the sales representative and other relative functions in the company. To manage customer complaints actively and ensure that they are logged in and resolved without delay. Remain aware of the problem solving process at any point in time and ensure that the customer is kept informed on a timely basis of progress. The

Same applies for customer reports of non-conformances and concerns, as well as handling customer claims. To ensure that the corrective action is promptly and accurately implemented and all the information are proper recording in the QAD database. And keep a very clear record of all the compensations, claims, return etc.

To have useful information sharing among CS teams for particular lesson learned during the job via the channel or CS Officer, supervisor or manager.

Compliance Participate where necessary in EHS, ISO and quality process to ensure procedures and working instructions are properly followed. Ensure customer service activities are fully compliance in ISO, SOX, EHS, legal etc. with support from CS supervisor and/or manager. Ensure that all customers shall receive all their products’ MSDS/PDS and keep a clear records and filing of the customer’s receipt confirmation; Bear in mind and remind among teams that E&HS is the first priority during daily activities; For foreign trade, understanding of Denial Party, Trade Embargo, and Regulatory is a must. And get help form EHS when necessary.

4. Authority

Refer to Limit of Authority

Decision Making Authority

• Choose proper order scenario, order flow.
• Manage customers’ expectation.
• Decision that affect other sections or departments
• Acceptance customers’ urgent order

Have the responsibility and authority to ensure that customer requirements are met in special characteristics like customer scorecards, customer portals, etc.

5. REQUIREMENTS (SKILLS AND COMPETENCIES) 

Education: 3 years college degree or above, preferably major in Chemical/ Trade/ Finance

Experience: Minimum 2 years relevant experience.

Understand the ISO9001 standard and technical specification for ISO/TS16949

Skill: High sense of responsibility, proactive attitude and independent, good interpersonal skills, communications skills, a positive and professional attitude, teamwork skills, problem solving skills, timeliness and attention to detail, can work under pressure, good English writing & speaking, high PC skills especially in MS Office.

The jobholder must have a detailed understanding of their customers business and be fully aware of their requirements, needs and order patterns. In addition the jobholder must proactively contact customers in order to ensure that customers’ needs are fully met.

The jobholder must also have a solid knowledge of our internal organization, specifically around people, processes, technology and products, compliance requirement related as well as our routes to market.

IT skills become more and more important in a changing business environment (SAP, excel, Navigator, Intranet, Internet based applications and channels to market etc).

Besides his/her mother tongue, a good knowledge of the English language is essential in order to communicate with the Polyurethanes organization throughout China/APAC/Europe/USA. 

Excellent communication skills are core to effectively deal with both internal and external customers, service providers and relative departments/parties.

Job holder needs to be stress resistant to deal with varying workload and potential problems or Customer issues.

Relevant competencies: Corporate Principles, Customer Focus, Initiative, Rational Persuasion, Interpersonal Awareness, Tenacity, Flexibility, Concern for Impact, Concern for Standards, Cultural awareness, Personal Conviction

Training : Legal, trade compliance, product knowledge, business process and concept, EHS, SOX, ISO9001/14001 procedures / working instructions, Customer Satisfaction, SAP SD system & system setup, Logistic framework, S&OP. TS16949 auditor training

Knowledge： Familiar with ISO9001 standard and technical specification for ISO/TS16949

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