Sr. Associate Customer Service and Order Management

hace 8 horas

Iztapalapa, México Celanese International Corporation A tiempo completo

Overview:
**Responsibilities**:
The Customer Experience Associate will support the Americas Customer Service team for Acetate Tow and Nutrinova business lines. This role will provide support to a team of Customer Service Representatives, Specialists, Team Leads, and various cross
- function internal stakeholders to ensure efficient and accurate order fulfillment within the order to cash process and deliver excellent customer service while maintaining key internal and external partnerships.

**Main Responsibilities**:

- Accurate order entry; Enter orders in less than 24 hours
- Manage orders defects in open order report; Daily review of open order portfolio
- Order tracking and tracing with Logistics; OTD 90% or greater
- Problem solve cases/Customer inquiries promptly with little to no supervision; Average resolution in less than 1 day
- Delivery and Shipment creation, and PGI posting
- Create Order Requisitions for basic operation´s supplies at the warehouse
- Coordination of STO import and export as needed
- Support monthly update of SOX portal with inventory information
- Supply Chain project support; Support strong partnerships and collaborations to meet firm deadlines
- Maintain training requirements, as defined by corporate policy
- Accurate record keeping and updates of customer master records; Maintain master records frequently
- Quality notification entry, QN entry in less than 24 hours
- Quality notification closure, QN resolution in less than 30 days

Qualifications:
**Technical Knowledge**
- Familiarity with ERP system (SAP, Oracle, JDE, etc.) Solid MS Excel skills.
- Previous supply chain or customer service understanding.
- Good understanding of supply chain logistics.
- Time management skills and ability to self-manage incoming requests and demands based on deadlines and business/customer requirements.
- TMS system (would be a plus)

**Soft Skills**
- Positive attitude and aptitude to handle change including ability to manage shifting priorities quickly based on customer and stakeholder needs.
- Strong sense of urgency and time management.
- Team player and motivated to interact with peers to develop and grow.
- Ability to build relationships and exhibit a high degree of social interaction.
- Strong communication and problem resolution skills

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