Role Purpose

To provide superior quality service to our customers through effective and proactive communication, execution of the order process, and continuously supporting improvements of processes and procedures in place. Contribute to the achievement of strategic initiatives and objectives of Wieland.

Core Accountabilities

• Service customer accounts – execute the commercial side of the order process, Key is the focus on customer needs, transactional accuracy, proactive communication, and consideration for contractual business relationships. All efforts intended to provide highest level of service to customer, while respecting and working within the guidelines the business is able to operate (i.e. lead times, capacity, etc.).

• Act with a sense of urgency in responding to different customer needs (order placement, requesting finish dates, transport questions, etc.) following established guidelines and working closely with other departments, representing the customer needs within the Wieland organization, and likewise representing Wieland while fulfilling customer orders and requests.

• Work collaboratively with the sales (in particular the corresponding salesperson), supply chain, tech services, logistics, and finance teams to support the entire order to cash process.

• Implement a continuous improvement philosophy to identify and correct process and execution deficiencies.

Inventory Management

• Takes responsibility to optimize overall stock and control customer inventory levels.

Others

• Provides backup to assigned tasks / internal teams.

• Contributes to team effort by accomplishing related results as needed.

Secondary Duties

• Mentor new join and provide guidance and training.

• Assist in internal and external audits.

• Participates in cross functional meetings, discussions and projects.

• Assist in resolving system and SAP related issues.

• Participates in and initiates system improvements and process re-engineering.

• Performs other related duties as assigned by management.

Requirements

• Minimum Diploma preferably in Supply Chain Management

• Minimum 2 years of customer service experience in the manufacturing industry

• Proficiency in Microsoft Office; Word/Excel/Powerpoint

• Good written, oral communication and interpersonal skills

• Able to communicate with customers effectively

• Good problem-solving skill & conflict management

• Ability to meet tight deadlines and prioritize workloads

• Ability to work independently with minimum supervision

• Able to negotiate LC will be preferred

• Proficiency in spoken and written Chinese is an advantage

• Proficiency in SAP (SD Module) is preferred