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Customer Service Representative (Based in China)

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Date: 12-Jan-2019

Location: Shanghai, 31, CN

Company: Tate & Lyle

Main Accountabilities

  • Process order-entries, ensuring that these entries are accurate and issuing timely invoices and actively corresponding with customers on delivery/service status in APAC.
  • Prepare shipment documents, liaise with forwarders to ensure delivery of outgoing shipments are timely
  • Liaise with internal departments as and when urgent orders are required and provide post-delivery support to overseas customers to ensure maximum customer satisfaction.
  • Handle sales inquiries by coordinating pricing and product issues with the country sales managers and respond to customers' inquiries
  • Handle customer claims
  • Coordinate the complete process with appropriate Supply Chain, Production & Finance department
  • Pro-active contact to customer / Forecast follow-up for current quarter activities / Set-up and follow-up of improvement actions defined during meetings
  • Ensure logistics operational procedures are observed and compiled
  • Participate in continuous improvement
  • May assist in other areas or perform duties as required


Performance Measures

  • Customer Satisfaction
  • On Time Delivery
  • Customer Complaints Ratio


Skills & Knowledge

  • Minimum Diploma qualification
  • Experience in in logistics / chemicals / food industry
  • Min 5 years of relevant working experience
  • Someone who has already experience in customer service within international company

  • Experience working with SAP (must)
  • Ability to work under pressure and multi task
  • Ability to follow through and hit deadlines and meticulous
  • Excellent communication, negotiation and written skills as well as ability to interface with all levels of customers and suppliers
  • Customer service oriented and ability to work independently