Dow Chemical Customer Service Representative in Tokyo, Japan
The Dow Chemical Company has an exciting opportunity for right individual to fill the role of Customer Service Representative located in Tokyo, Japan. Customer Service Representative(CSR) interfaces with Customers and Internal Partners to deliver best-in-class service as a preferred supplier. By building successful relationships, they pull together and align multiple internal resources and capabilities, toward achieving zero defect and customer satisfaction. They manage the creation of orders, from initial contact with the customer or electronic channel, through product deliveries, and ensure shipment arrives on-time with the correct paperwork to the customer. In the event of a service failure, the Customer Service Representative initiates the complaint management step for resolution of the failure till the case closure with related parties. It is expected they know what it takes to go above and beyond the daily calls from customers; to enhance customer loyalty and confidence.
Perform Order Management Activities: Handles routine and non-routine customer order handling activities, including managing customer demand, following up on samples, complex order entry (i.e. consignment) guiding and leading the
activities of the order process utilizing internal work process, guidelines, and Best practice to ensure high quality service.
Display Customer Advocate Leadership:
Expected to meet and exceed customer expectations, they champions both customer and business needs across all internal functions. Through daily work experience, they anticipate what and how events and trends are likely to affect the customer’s future needs and satisfaction. CSRs meet the demand of customer requirements through appropriate sense of urgency, with competing priorities. They leverage many internal resources to optimize customer satisfaction with cost to serve objectives for Dow. They stay in touch with business plans and customers’ demands, through regular customer interaction contacts and Dow account team’s activities. (Account Team consists of players from Sales, TS&D, Planning, CS, Logistic etc)
Execute Dow required work processes through effective use of System tools - Execute complex work processes through multiple systems and technology including: SAP, Elemica,MA@D, P2X and other I/T Tools. The integration of the system requires knowledge of Supply Chain, Customer Financial Services, Planning and Invoicing. High degree of systems knowledge and work processes understanding is required.
Continuous Improvement and Issue Resolution:
Makes improvement recommendations to leverage Dow resources to create business opportunities for Customer Success. Demonstrates persistence in overcoming resistance while avoiding conflict to achieve win- win agreements. Uses knowledge of Dow and Business strategies to make decisions and take action that increase efficiency in their area of responsibility. Demonstrates urgency, acts promptly and quickly removes road blocks while assessing multiple opportunities. This requires prioritization by impact, and accountability for taking actions that keep things moving forward.
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 location, various modes of transport, and
hundreds of products. They also adhere to Business-related Service Standards and its associated transactional guidelines while balancing the customer needs and internal compliant expectation. This requires the ability to multi-task with critical thinking skills.
MUST have 2-3 years related experience in Customer Service fields with exposure in Order Fulfilment and Complaints Management roles in a multi-national corporate involved in international trade and shipping.
Intermediate level computing knowledge in SAP ECC usage as well as MS Office suites and other collaborative applications, are key requirements.
Good communication, negotiation and interpersonal skills to effectively influencing internal partners and external customers.
Ability to manage conflicting priorities, prioritizing both customer and company requirements while acting in a professional manner.
CSR must possess the confidence and ability to proactively address customer issues, business requirements and identify areas for improving profitability and 'making it easier to do business with Dow.'
A natural team-player and has worked in a cross-functional team capacity supporting front and back-office operation
Has strong desire to pursue continuous work efficiency and operational improvement
Language Skill Needed
Fluent in written and spoken English and proficient in Japanese languages is a compulsory requirement
An Associate or Bachelor’s Degree in Business, Computing, International Trade and Supply Chain is most preferre
Dow (NYSE: DOW) combines the power of science and technology to passionately innovate what is essential to human progress. The Company is driving innovations that extract value from material, polymer, chemical and biological science to help address many of the world's most challenging problems such as the need for clean water, clean energy generation and conservation, and increasing agricultural productivity. Dow's integrated, market-driven, industry-leading portfolio of specialty chemical, advanced materials, agrosciences and plastics businesses delivers a broad range of technology-based products and solutions to customers in approximately 180 countries and in high-growth sectors such as packaging, electronics, water, coatings and agriculture. In 2015, Dow had annual sales of nearly $49 billion and employed approximately 49,500 people worldwide. The Company's more than 6,000 product families are manufactured at 179 sites in 35 countries across the globe. On June 1, 2016, Dow became the 100 percent owner of Dow Corning Corporation’s silicones business, a global company with sales of greater than $4.5 billion in 2015, 25 manufacturing sites in 9 countries and approximately 10,000 employees worldwide. References to "Dow" or the "Company" mean The Dow Chemical Company and its consolidated subsidiaries unless otherwise expressly noted. More information about Dow can be found at www.dow.com .
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Customer Service Representative