Job Details

Company Overview

Avantor, a Fortune 500 company, is a leading global provider of mission-critical products and services to customers in the biopharma, healthcare, education & government, and advanced technologies & applied materials industries. Our portfolio is used in virtually every stage of the most important research, development and production activities in the industries we serve.

Job Description

Job Summary
The Customer Service (CS) Specialist is responsible for customer care and order to cash processes covering to Korea and Japan. It covers inland sales and drop shipment sales under one of function (or team) of Customer service. The position should focus on customers, sales support and assistant of daily business operation and work closely with internal, external teams and stake holders, like as SC, RA, Product Management, Portfolio management, Finance, distributors as well as global & regional counterparts. This position should manage various customer centric capabilities to support the company and team to put the operation as excellence, streamlined, compliance.

ESSENTIAL CUSTOMER SERVICE FUNCTIONS Communicates daily with customers, SC, Sales, the regulatory team in Korea and manufacturing sites in global.

• Strong collaboration with Finance, SC & Sales team for order-stock-billing process.
• Serves as the primary contact for any service-related inquiry, and Keeps all functions informed of customer needs.
• Work directly with sales team and other departments to achieve customer satisfaction and continuous revenue growth through expediting urgent orders and sales lead generation.
• Coordinates customer order requirements, expedites orders as appropriate, addresses inquiries regarding products and services including pricing, product availability, returned goods, etc.
• Back order and Open order management.
• Work with e-commerce team to develop web ordering system.
• Determines when customer issues need to be escalated and follows through on resolving issues.
• Maintain accurate and correct records for all business-related information.
• Work with customer service manager to ensure proper customer service is being delivered and to achieve team goals (lot reserves, return goods, call abandoned rate, and other team goals)
• Responsible for data management in SAP/ERP system. Mainly SD module and key master data.
• Responsible for Drop shipment order to billing end to end operation

DEPARTMENT SPECIFIC/NON-ESSENTIAL FUNCTIONS

  Other duties as assigned with or without accommodation.

• Participate CS projects as team approach.

MINIMUM REQUIREMENTS
Education:
BS Degree holder or above

Experience:
Customer service - Order to Cash process is preferred.

2-5 years in sales coordinator and/or customer service (Order to Cash) from customer service to billing etc. is preferred.

Experienced in Heath care and Pharma, Bio industry background is preferred.

Experience in multinational company or multi-cultural background is preferred.

Preferred Skills/Qualifications:
Knowledge to use SAP(SD), Microsoft Excel, Words and PowerPoint.

Skills/Competencies: Strong communication and interpersonal skills, calm under pressure, detail-oriented, self-motivated, committed, problem solving and strong analytical skills.

Other Skills:
Good oral and written communication skills in English are must. Japanese is plus.

Collaborates productively as a team member and Good negotiation skills

Ability to maintain good emotional control in difficult circumstances.

ORGANIZATIONAL RELATIONSHIPS/SCOPE
This position will report to the Customer Service Assist Manager and is required to interact closely with Sales, Marketing, Product Management, Supply Chain, R&T, and Quality.

Other roles within Avantor that impact this role are Operations, Finance, Human Resources, Legal, and Strategic Development.

WORKING CONDITIONS:
Have an office in Seoul Korea and basically office based.

Most of the actual communication with internal/external customers will be performed via phone or e-mail.

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