- SUMMARY OF POSITION:
As a Customer Service Coordinator, you will be responsible for day-to-day interface with customers, distributors, sales organizations and internal departments. You will provide technical liaison and responsive service to all customers to include the coordination of solutions to performance of quality defects in addition to helping the Organization meet and exceed business sales objectives through account management. Handling all customers (internal and external) with a high degree of professionalism and courtesy is expected. As a member of Customer Service team, you will assist and support designated customers as required to ensure the highest level of customer service is provided to ensure our customers are handled in a responsive manner. In addition to traditional customer service activities you will retain full ownership of your assigned accounts to include understanding your customer needs and assist sales in managing every aspect of that account. Because of the relationships you will establish with your accounts you will engage in proactive calls to solicit information, purchase orders, RFQ’s and market or competitive information to help us better understand how we can capture more business with the intent to increase that account’s total revenue value to Bourns, Inc.
- DUTIES AND ACCOUNTABILITIES (End Results Expected):
Act as a liaison between customer and internal departments to resolve customer queries with the development of a broader understanding of a problem from beginning to end and to ensure that customer communications are maintained throughout this entire process
- Handle quotes process via Sales Cloud and respond to customer timely
- Handle sample request align with Sales and comply with policy/procedure
- Establish effective way to handle order process (via EDI, Partnership,..) to replace manually entry to eliminate human error & improve working efficiency
- Handle customer PO pull in, push out, cancellation, drop shipment request, delinquent order comply with policy/procedure
- Handle customer inquiry(spec., environmental survey, product data,...) and portal with timely response
- Handle operational/order schedule/logistic task to bridge good communication among factory/customer
- Handle customer Corrective Action Request (quality/logistic related) and follow up with QA/logistic/Warehouse department to provide timely response/corrective report(8D) and follow up RMA and replacement
- Manage monthly POS & Inventory report provided by distributors for business review
- Handle disty shipment& debit program from quote to order, process claim timely
- Handle disty scrap program semi-annually
- Handle order price change based on term’s & condition’s and/or product line price strategy
- Develop relationship and establish strong rapport with your internal (WW Sales/planners/QA/FAE/PM/PLM/Finance/Logistic)/external counterparts by constant interface for good alignment
- Equip solid inside sales skill and business trading knowledge to align with sales team to exceed business goal by establishing effective operation procedure and continuous improvement on way of work
- Obtain business sensitivity and knowledge to fulfill customer specific “Supplier Performance Evaluation” standard to get highest business award by best-in-class service
Other duties as required
- BASIC JOB REQUIREMENTS:
EDUCATION: University graduated.
EXPERIENCE: 3~5 year experience in related technical, sales or electronics position desired.
OTHER SKILLS: Oral/written in Korean is a plus. Ability to work independently with sense of urgency, prioritized judgment. You must be able to demonstrate a strong working knowledge of all Microsoft Office applications as needed to fulfill daily job functions. SAP S4 Hana or above ERP experience is a plus.