Sr Clerk, Customer Service

Essential Duties and Responsibilities

This role acts as a direct link between GUKC and clients seeking Gates products and is responsible for delivering excellent service to both channel and OE customers in relation to order fulfillment. It also serves as a key liaison between the company and its customers after the mass production phase, ensuring effective support to address inquiries and facilitating a smooth and positive experience for both internal and external stakeholders

The responsibilities of the role are to contact with internal variety of departments to convey customer requirements and ensure urgent orders are given immediate attention, communicate regularly with customer requirements and sales team to provide appropriate information and daily contact customers and affiliate them via e-mail or telephone.

The assigned territories include all associated businesses in Korea.

The Customer Service Officer’s specific responsibilities will fall into three primary areas:

Accountability #1: Customer (Internal / External Stakeholders)

• Contact with internal variety of departments to convey customer requirement and ensure urgent orders are given immediate attention.
• Communicate regularly with customer requirements and sales team to provide appropriate information

Accountability #2: Process / Performance

• Manage daily operations in relation to order fulfillment & overall inquiries’ process, especially channel & OE customers.Handle customer orders and process them correctly for each type of MTO & MTS
• Work with internal stakeholders (sales, D&L, S&OP) and external customers to ensure customer supply on time.

• Execute order and shipment management

• • Ensure order of new product is brought attention till closed the case and response to customer timely.
  • Check order & product lead-time, MOQ, production feasibility against CRD, communicate it with S&OP team in Penang & local suppliers
  • Response to customer enquiries on stock availability, scheduling and delivery, shipping mode
  • Manage transfer price while working with S&OP team to quote internally
  • Work with S&OP team in Malaysia to ensure on time supply to the customers
  • Daily monitor customer back order to ensure customer delivery schedule & service level target.
  • Work with local D&L team for local distribution and shipping mode (Ad hoc tasks : generating box labels and delivery slips for all OE customers)
  • Handle local production metal parts towards customer demand to fulfill demand with local suppliers directly (pully, metal parts) and notify local S&OP team to release the PO
  • Request S&OP team to proceed with OE PPAP (Pre-Production Approval process) PO and check the delivery schedule with S&OP in Malaysia.
  • Manage monthly closing with all internal and external stakeholders.

Keys to Success

• Lead with an outside in mindset to place customers in the center of everything we do.
• Exemplify Gates ethics and core values to develop talents with right skills, knowledge and behavior,
• Advocate reward for performance to drive accountability for sustainable growth
• Design a contemporary and innovative learning environment to attract diverse talent pool.

Requirements and Preferred Skills

• This person must have at least 3 years hands-on experience in customer service in the assigned countries or regions.
• Bachelor’s degree in business and related field is recommended
• Over 3 years of related experience with a good understanding about automotive and general industry is required.

 REQUIRED SKILLS:  

• Good command with both written and spoken English.
• Work independently with minimal instruction.
• Service mind, Able to work under pressure, Able to multitask.
• Proficient PC skills: Microsoft Excel/Word/Power Point.
• Knowledge in Incoterm will be an advantage.
• Motivation skills and an ability to handle pressure.
• Listening skills to understand what the customer wants.
• Good commercial judgment and use common sense dealing with sales team when seeking agreement with customer.

PHYSICAL DEMANDS: (travel, etc)

We are firmly committed to the equitable treatment of all our employees and qualified applicants for employment.  Equal opportunity in all aspects of employment is one of our firmest and most basic beliefs and we will not tolerate any illegal discrimination, harassment or retaliation.  The Company will not tolerate discrimination or harassment on the basis of race, religion, national origin, sex, age, physical or mental disability, marital status, sexual orientation or any other protected class.

Please be advised that Gates Corporation does not accept resumes from third-party recruiters.