Customer Service Rep

6 months ago

Ghatkopar Mumbai Maharashtra, India Ashland Full time

Ashland India Private Ltd

Are you the kind of person that is always thinking, sketching, seeking, and adjusting? Who needs to understand how things work and then figure out how they can work better? Are you a passionate, tenacious, solver who loves to work with others who share your drive? Are you positive, constructive, and ingenious? Are you always solving? Then we’d like to meet you and bet you’d like to meet us.

Ashland has an exciting opportunity for a 'Customer Service Representative' to join our Lifesciences business at our Mumbai office, India (Ashland India Private Limited).

This is a very visible, significant role within the Company and the Supply Chain function. This position will report to Customer Service Manager, South East Asia.

The responsibilities of the position include, but are not limited to, the following:

- Order processing in SAP SD module, order date maintenance, order tracking. Order handling scope will be for LS BU (Lifesciences BU) only for:

- Indent orders for a ship-to to TH / VN / PH / ID / KH / MM / LA
- Local orders for a ship-to to ID
- To work closely with sales and customers to have sales orders processed timely and correctly.
- To fulfil customer orders and requirements, work with plant and logistics/export team to ensure a timely supply and deliveries be done in a timely manner
- To handle customer’s complaints and have the case processed or co-ordinated as appropriate and provide timely responses and feedback to customers or other related stakeholders
- To provide correct, reliable and timely responses (within customer service-related scopes) to both internal and external customer requests or queries
- To execute Ashland’s customer service standards, order processing procedure to meet Ashland’s Customer Service Excellence. Such can include:

- Run Sales order management report & scheduling Report to check and rectify orders on credit, Billing Blocks and unconfirmed material & also to follow up on deliveries.
- Review price difference report to ensure price accuracy
- Ensure orders be keyed in, meeting the full accuracy
- Communicate well with sales team, plant, logistics, finance team or other related cross-functions; work closely with them to solve disputes if necessary.
- To evaluate and improve customer service performance
- Liaise with customers, finance, production, sales, and logistics related dept. to execute all related customer services tasks
- Make the decision on ordinary daily work within regulation and consult with supervisor on any complicated, escalated cases as deemed appropriate and per guidelines.
- Follow the business code of conduct. Pass ISO internal audit with zero non-conformities and ensure all ICS controls are in place and adhered.

In order to be qualified for this role, you must possess the following:

- At least 5 years of experiences working as CSR, International Trade or Import-Export related
- Bachelor’s degree or equivalent in Business, Logistics or International Business
- Be fluent in English, both in written & verbal form. Additional languages are a plus
- Understanding and having experiences in International Payment instruments (eg. D/A, D/P, L/C, etc)
- Ability to develop and manage international relationships
- Strong analytical & data mining skills
- Familiar with SAP OTC
- Finance background as a plus

The following are expected behaviors for this role:

- Global Multinational culture attitude
- Understanding of Sales Forecasting and/or Supply Chain processes
- Self-starter with problem solving skills and excellent interpersonal skills
- Critical thinking in a fast-paced environment must be able to multi-task, problem solve, prioritize, and work under pressure
- Proactive identify issues with effective& timely communication loop
- Service-minded, Quick learner, target/result oriented person
- Teamwork
- Appreciate what other group members have put in.
- Receive and give constructive feedback and to allow to be corrected.
- Be collaborative and proactive to colleagues and customers
- Integrity
- Be open and honest.
- Always take full responsibility for individual actions.
- Treat everyone with dignity and respect
- Speak Up

At Ashland our vision is to be a leading, global specialty chemicals company whose inspired and engaged employees add value to all we touch. In fact our people, employees, customers and vendors define who we are. They are the driving force behind everything we do.

Not only do we value our customers but we value our employees, and we work to offer them a dynamic and challenging environment. We hold ourselves to high standards at Ashland, and we value integrity and honesty.

Ashland has a history of attracting the best people and keeping them. The reasons are simple: industry competitive salary and benefits, pay-for-performance incentive plans and a diverse work environment where employees feel challenged and valued. People come to Ashland and stay. As a growing Fortune 500 specialty chemicals

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