The Commercial Operations Specialist is responsible for establishing and maintaining exceptional customer service and customer satisfaction. This position will support clients, sales team, and other stakeholders with questions, inquiries, etc. in a professional, timely and accurate manner.
Key Accountabilities
- Project and maintain a positive, approachable, friendly and helpful work image and relationship to each stakeholder.
- Work with colleagues to maintain a daily/weekly work schedule to cover day-to-day business priorities.
- Collaborate with management to support customer satisfaction initiatives.
- Ensure timely and effective management of customer order releases.
- Assists in the investigation of complaints and credit requests; validation of claims of product/lot purchases, and compliance against all applicable requirements.
- Coordinating with shipping agents and intercompany company on shipments.
- Serves as the first escalation point for product returns and customer credit requests.
- Order inbox assignments & management, order entry for orders received via electronic and manual methods, processing credits and debits, inbound phone calls, replacements, returns, complaints and some complex products (i.e., reserve order material, products with characteristic selections).
- Review and edit orders to ensure accuracy and timely delivery of materials and follow-up or re-promise of order commitments.
- Ensure proper documentation is attached to orders within all systems.
- Process activities in compliance with established Customer Service Procedures, SOP and SDS requirements as standard requirement for Lonza’s ISO 9001 certification.
- Document all customer contact interactions in order text tabs and in SAP/ SFDC when needed to relate and enable the correct and consistent response to customers.
- Determine validity of each price by reviewing customer’s Purchase Order for all pertinent items. Review additional items to determine all factors related to each quotation, including contacting Pricing and Contracts Team when needed.
- Assist to collect distributor sell out information, inventory information for data analysis;
- Provides administrative support to ensure efficient office operations;
- May provide support in other areas, including sales support, invoicing and supply chain functions as needed.
- Perform other duties as assigned.
Skills
- Demonstrate excellence in efficiency and satisfaction
- High level of dedication and responsibility
- Excellent skills for communicating and relating with both staff members and customers
- Good interpersonal skills to create a cordial relationship with team members
- Ability to multitask
- Have good temperate to handle disputes and emergencies
- Be result & customer service oriented
- Proficient in MS Office
- Knowledge in SAP will be an advantage
- A bulk of our stakeholders working with this role are Chinese speaking. Proficiency in Chinese, both written and verbal will be an advantage.
- OR Proficiency in Japanese, both written and verbal, JLPT3 and above.
- OR Proficiency in Malay, both written and verbal will be an advantage.
Competencies & Behaviors
- Agility: Challenges the status quo and looks for opportunities to make improvements in his/her area of the business and beyond. Embraces new initiatives and drives successful implementation in his/her area.
- Business Acumen: Understands and explains the corporate strategy to his/her peers. Uses knowledge of his/her own business area and related areas to identify and develop operational/financial improvement.
- Collaboration: Works in partnership as an active member of his/her team and cross-functional working groups. Generously shares information and knowledge with others across teams and functions.
- Customer Focus: Uses systematic approaches to ensure customer key metrics are tracked and analyzed for continuous improvement.
- Driving Results: Appropriately prioritizes multiple demands and leads defined work to successful conclusion on time Helps peers overcome performance obstacles and challenges.
- Leadership: Creates a positive work environment for his/her team and demonstrates high integrity Takes personal accountability for defining and implementing his/her own development and supports others to do same
