Customer Service Representative Ii

**Eastman’s current hiring policy encourages and prefers new hires be fully vaccinated before reporting to work in this role** wh**en possible**.**

**Position Purpose**:
**Responsibilities**:
Customer Service Representative is responsible for all daily operations related to customer orders with contacts with customers, plant, sales, MTS, business group, accounting, credit. This includes:

- Respond and follow up on enquiries from customers.
- Process customer orders as per standard order process.
- Monitor materials availability against customer demand. Coordinate with relevant commercial, supply chain and credit personnel to complete order fulfillment tasks on timely basis.
- Provide customer service and build up customer relationship via daily communication with customers.
- Manage billings to customers on timely basis by issuing accurate SAP Invoices/ VAT invoice to customers.
- Be the first point of contact in case of emergency or feedback from customers and responsible for troubleshooting and resolution of issues.
- Manage billing adjustment and defective returns as per SOX compliant process.
- Conduct customer visits to key customers when required.
- Attend sales meetings to understand business plan and provide support from CSR perspective.
- Effectively communicate market intelligence information gleaned from the customer while adhering to legal requirements and antitrust laws. Effectively investigate and analyze customer data to ensure thorough knowledge and understanding of customers within assigned sales territory.
- Identify and/or implement continuous improvement in Supply Chain processes that increase value capture and optimize efficiency and effectiveness Actively participates in projects and teams.
- Comply with all Customer Service process requirements including Standard Operating Procedures and all Sarbanes Oxley guidelines.
- Be responsible for onboarding new CSRs
- Provide ad hoc support to the team as and when required.
- Provide support in the event of a surge in workload due to unforeseen events for example, wars, supply & demand and logistic challenges.

**Qualifications**:

- Diploma or greater from an accredited college or university
- At least 3 years of relevant experience in customer service/order fulfillment
- Able to work in a multi-cultural team environment
- Experience in SAP SD modules
- Experience in servicing the customers from Asia Pacific region.
- Strong spoken/written communication skills in both Mandarin and English.
- Knowledge and understanding of transportation modes (air, rail, truck, ocean), the freight forwarder industry, export documentation and letters of credit, government regulations and export controls requirements will be a plus.
- Good understanding of INCO term & payments terms
- Good understanding of manufacturing scheduling and lead-times.
- Good planning, analytical, organizational problem-solving skills.

**Soft Skills / Competencies**:

- Excellent interpersonal skills
- A strong team player
- Customer focus
- Process oriented
- Pro-activeness & initiative
- Can-do working attitude
- Fast learner
- Multi-tasks managing ability
- Work well under pressure
- Ready for challenges
- Strong sense of responsibility and collaboration

Eastman Chemical Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other characteristics protected by law.

Eastman is committed to creating a powerfully diverse workforce and a broadly inclusive workplace, where everyone can contribute to their fullest potential each day.