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Customer Experience Representative

Date: Dec 4, 2018

Location: Kinuura, Japan, JP, 163-8001

Company: Lubrizol Corporation

ROLE:

While preserving the company’s commercial standing and quality of services at all times the role of a Customer Experience Representative includes one or more of the following responsibilities:

  • Collect and process customer orders for LZ products and services
  • Manage requests for free of charge commercial product samples
  • Handle customer complaints regarding service
  • Coordinate timely responses to a broad range of customer queries

The customer experience representative is the focal point for a designated group of customers.

The customer experience representative is responsible to ensure effective communication to the customer, to the commercial organization and between supporting departments.

 

The goal of the customer experience function is to deliver a perfect customer experience and make the customer feel valued during every interaction with LZ.

 

RESPONSIBILITIES:

  • Process and manage customers' orders in compliance with order fulfillment process guidelines, function's performance standard and business rules;
  • Track order status of overall order process with highlights in shipment/delivery of the right products and documents, follow up for smooth delivery of products to customers and identify late shipments.
  • Handle incoming enquiries as appropriate in a timely and responsive manner;
  • Problem-solving at each stage of pre-order entry, order entry, post order entry and coordination of supply chain activities;
  • Develop & maintain a strong working relationship with relevant functional groups within the company and most important with customers, through excellent communication skills;
  • Act as backup to other CXR on order handling;
  • Responsible to check the master data includes  sold-to/ ship-to , material , price and report errors to the master data team

     

    REQUIREMENTS (education, experience, competencies and specific job requirements):

     

    Education

  • University Degree or above

 

Experience

  • Experience in working for a chemical company is a plus.

Main Base Competencies

  • Analysis
  • Problem solving and Decision-Making
  • Focus on Customers
  • Open Communication
  • Collaboration

     

    Knowledge, technical/professional skill:

  • Good analysis skills, be good at Microsoft Office Excel, Word, etc. 
  • SAP knowledge and experience is big plus
  • Have basic knowledge on supply chain.

     

    Language Skill:

  • Business Level English (verbal and written/ TOEIC Score ≧700)
  • Fluent Japanese


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