Customer Service specialist

The Opportunity:

The Customer Service (CS) Specialist is responsible for customer care and order to cash processes covering to Korea and Japan. It covers inland sales and drop shipment sales under one of function (or team) of SC (Supply Chain). The position should focus on customers, sales support and assistant of daily business operation and work closely with internal, external teams and stake holders, like as SC, RA, Product Management, Portfolio management, Finance, distributors as well as global & regional counterparts. This position should manage various customer centric capabilities to support the company and team to put the operation as excellence, streamlined, compliance.

ROLES & RESPONSIBILITIES:

• Responsible for managing and overseeing the entire process from customer order placement through to billing.
• Communicates daily with customers, SC, Sales, regulatory team in Korea and manufacturing sites in global.
• Strong collaboration with Finance, SC & Sales team for order-stock-billing process.
• Serves as the primary contact for any service-related inquiry, and keeps all functions informed of customer needs.
• Work directly with sales team and other departments to achieve customer satisfaction and continuous provides prompt and courteous responses to customer calls revenue growth through expediting urgent orders and sales lead generation.
• Coordinates customer order requirements, expedites orders as appropriate, addresses inquiries regarding products and services including pricing, product availability, returned goods, etc.
• Back order and Open order management.
• Determines when customer issues need to be escalated and follows through on resolving issues.
• Maintain accurate and correct records for all business-related information.
• Work with customer service manager to ensure proper customer service is being delivered and to achieve team goals (lot reserves, return goods, call abandoned rate, and other team goals)
• Responsible for data management in SAP/ERP system including quality issues.
• Mainly SD module and key master data.
• Other duties as assigned with or without accommodation. Participate CS projects as team approach.

QUALIFICATIONS & REQUIREMENTS:

Education:

• BS Degree holder or above

Experience:

• Customer service - Order to Cash process is mandatory.
• 3-7 years in sales coordinator and/or customer service (Order to Cash) is preferred.
• Experience in B2B healthcare, pharmaceutical, or bio industry is preferred
• Experience in multinational company or multi-cultural background is preferred

Preferred Skills/Qualifications:

• Knowledge to use SAP(SD), Microsoft Excel, Words and Power Point
• Strong communication and interpersonal skills, calm under pressure, detail oriented, self-motivated, committed, problem solving and strong analytical skills.

Other Skills:

• Strong verbal and written communication skills in English are required.
• Collaborates productively as a team member and good negotiation skills
• Ability to maintain good emotional control in difficult circumstances.

ORGANIZATIONAL RELATIONSHIPS/SCOPE: This position will report to the Customer Service Team Lead and is required to interact closely with Sales, Supply Chain, RA and Quality, Finance. Collaboration with supporting functions such as General Affairs may also be required to ensure smooth daily operations.

WORKING CONDITIONS: Have an office in Suwon Korea and basically office based. Most of the actual communication with internal/external customers will be performed via phone or e-mail.

Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Avantor is proud to be an equal opportunity employer.

Why Avantor?

Dare to go further in your career. Join our global team of 14,000+ associates whose passion for discovery and determination to overcome challenges relentlessly advances life-changing science.

The work we do changes people's lives for the better. It brings new patient treatments and therapies to market, giving a cancer survivor the chance to walk his daughter down the aisle. It enables medical devices that help a little boy hear his mom's voice for the first time. Outcomes such as these create unlimited opportunities for you to contribute your talents, learn new skills and grow your career at Avantor.

We are committed to helping you on this journey through our diverse, equitable and inclusive culture which includes learning experiences to support your career growth and success. At Avantor, dare to go further and see how the impact of your contributions set science in motion to create a better world. Apply today!

EEO Statement:

We are an Equal Employment/Affirmative Action employer and VEVRAA Federal Contractor. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state/province, or local law.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at [email protected] and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

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By submitting candidates without having been formally assigned on and contracted for a specific job requisition by Avantor, or by failing to comply with the Avantor recruitment process, you forfeit any fee on the submitted candidates, regardless of your usual terms and conditions. Avantor works with a preferred supplier list and will take the initiative to engage with recruitment agencies based on its needs and will not be accepting any form of solicitation