OPERATIONS - Customer Care Agent

Customer Care Agent

The company is looking for a Customer Care Agent to be based in Shanghai(China)

The Customer Care Agent interfaces with customers and multiple business and functional partners to deliver exceptional service to customers and profitability to Roquette. By building successful relationships, they pull together and align multiple internal resources and capabilities toward the goal of zero-defect customer satisfaction. They manage the entry of orders, from initial contact with the customer or electronic channel, through material flow, until the product arrives at the correct time, with the correct product, with the correct equipment, and correct paperwork to the customer. In the event of a service failure, the Customer Service Representative initiates the corrective action for the resolution of the failure and takes the lead position in the resolution for the customer. It is expected that they know what it takes to go above and beyond the daily calls from customers, to build customer loyalty and confidence.

Primary Responsibilities:

1. Order Entry: Utilizing the ERP system to accurately and timely place customer orders. The CSR typically works with a very complex combination of order scenarios, such as multiple sourcing locations, various modes of transport, and hundreds of products. The CSR must analyze the Business Service Standards to meet customer needs while supporting Business functional performance. This requires the ability to multitask with critical thinking skills.

2. Perform Order Management Activities: Handle routine and non-routine customer order activities, including order entry, guiding and leading the activities of the order process utilizing work process, business strategy, and best practice to ensure high-quality service.

3. Display Customer Advocate Leadership: Requires the desire and determination to meet and exceed customer expectations. Realizes and anticipates how events and trends are likely to affect the customer’s future needs and satisfaction. They leverage many internal resources to optimize customer satisfaction with cost-to-serve objectives for IFF.

4. Execute System and Technology Requirements: Execute work processes through multiple systems and technologies, including SAP, Salesforce, etc. The integration of the system requires knowledge of Supply Chain, Customer Financial Services, Planning, and Invoicing. A high degree of systems knowledge and understanding is required.

5. Problem Solver: Makes recommendations to leverage IFF resources and capital to create business opportunities for Customer Success. Demonstrates persistence in overcoming resistance or objections, leads conflict resolution, and reaches win-win agreements.

6. Accountability for Action: Demonstrates urgency, acts promptly, and quickly removes roadblocks while assessing multiple opportunities. This requires prioritization by impact and accountability for taking actions that keep things moving forward.

Critical Success Factors:

• Bachelor's degree or above
• Fluent in English speaking and writing
• 2~3 years of customer service experience
• Exceeding customer expectations through successful customer relationships.
• Strong working knowledge of market dynamics and customers' goals and objectives.
• Be proactive in order receipt and handling the work process.
• Independent, autonomous, structured, and efficient work.
• Team player who enjoys working in a team, but who can also push forward topics alone and independently.
• Competent and proactive communication with different target groups and stakeholders
• Experience with SAP and Salesforce
• Very good experience in using Microsoft Word, PowerPoint, Word, Excel, and Outlook