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Senior Customer Service Specialist

Job ID: 41087  |  Location: Shanghai, Shanghai, China | Work Model: Hybrid 

 


Responsibilities

 

Global Business Services - Service Delivery

  1. Ensure timely completion and accurate processing of customer service transactions like sales order processing (create, change, reject) in SAP of all order types upon rule set up by Clariant, regular monitoring of open orders (Master data, pricing, blocks, invoicing, documentation, etc) to closely collaborate with BU/GF for suitable actions, CRM alert managements with customer centric attitude and behaviour to ensure customer satisfaction, properly handle order delays, quality issues, complaints or claims
  2. Meet the aligned SLA/KPIs/measurement for operational activities, initiates timely corrective & preventive measures for deviations or delays, proactively communicate with customers and internal stakeholders on order status, make the appropriate escalation if serious delays or claims
  3. Follow the up-to-date operational procedures, and adhere to the standardized process landscape
  4. Back up other team members as per aligned back up structure by ensuring proper knowledge transfer
  5. Operational compliance on all regulatory, internal/external guidelines and support on audit activities

 Process Improvement

  1. Drive for continuous operational excellence through process and efficiency improvement
  2. Identifies performance gaps and initiate corrective measures       

 Stakeholder Management

  1. Actively anticipates and manages expectations from Customers and Internal stakeholders to enhance user experience through effective business partnering
  2. Supports and advises customers on relevant issues
  3. Taking care of work atmosphere / creating proper work atmosphere by proper behaviour / approach / attitude

 

Requirements

  • Bachelor degree or above in business, logistics, supply chain or relevant areas
  • 4+ years’ experience in order management supply chain area with SAP knowledge
  • Fluent Spoken and Written English and Japanese
  •  Proficiency in MS Office; Good communication, problem solving skills

 


 

Our Offer

 
  • A rewarding challenge to further develop your skills in a professional work environment
  • Career development within our organization
  • Possibilities to expand your knowledge, expertise, and language skills in an attractive, global working environment.
  • Competitive benefits, e.g., company shuttle bus, working meal, transportation allowance, supplementary medical insurance, annual physical examination, annual leave, annual sick leave.  We’ll be happy to share more information during recruitment process.
  • Performance related yearly bonus
  • Hybrid work model
  • Differential integrational occasions, e.g, Annual Dinner, or Family Day, or Outing, or Social Clubs, or inhouse GYM.

 

Your Contact

Recruiter: Jessie. Shao@Clariant.com

Hiring Manager: Iris.Zhou@Clariant.com

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Clariant is a Swiss-based global specialty chemicals company, which is concentrated and developed in three business units: Care Chemicals, Catalysts and Adsorbents & Additives. Our purpose as a company is reflected in our tagline "Greater chemistry - between people and planet", which considers the principles of customer, innovation and people orientation, as well as a focus on creating solutions to foster sustainability in different industries by offering high-value and high-performance chemical specialties.


At Clariant, we believe that diversity, equity and inclusion are essential to our success. We strive to cultivate a workplace where all employees feel welcomed, respected, supported, and valued. Our diverse workforce allows us to tap into a wealth of perspectives, experiences, and capabilities that drive innovation. We are committed to ensuring equal opportunities for professional growth and advancement across all levels of the organization, based on objective criteria and regardless of gender, gender identity, race, ethnicity, religion, protected veteran status, age, disability, sexual orientation or other aspects of diversity in accordance with the relevant governing laws. By bringing together talented individuals with diverse backgrounds and viewpoints, we gain the agility to meet the evolving needs of our global customers and communities. Join our team to help advance our mission of fostering a culture of belonging where everyone can thrive. 

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