Job Description

Your Job To be the main point of contact for all order fulfillment activities, responding to inquiries of the assigned customer accounts promptly and efficiently. Co-ordination of all post-order activities on shipping and complaint handling.

Our Team You will report to Team Leader, Customer Service.

What You Will Do

• Order Process management. Receive, check and process customer orders received on SAP. Follow-up with customers or internal departments on missing or incorrect data.
• Action requests for order changes with the relevant plants by following customer T&C\xe2\x80\x99s when defined or per Molex Financial policy guidelines on:

• Expedites;

• Pull-in/push-out;

• Increase/decrease/cancellation.

• Monitor customer order backlog and pro-actively initiate expedites with the objective to meet CRD. Pro-actively inform our customers of any relevant changes in delivery schedules.
• Analyze forecast demand against actual orders for all scheduling agreements and give feedback to customers, where the agreed parameters have been exceeded. The assigned responsibility may also include VMI customer where coordination required on the transition from an order driven customer to a consignment customer following the proper consignment guidelines. Coordinate relevant actions with Supply Chain, Sales and customer. Need to refer to Global VMI Key Criteria for VMI approval and adjust the appendix in coordination with the Contract Specialist/VMI Analyst. This also includes close follow up to ensure proper consumption billing and to perform hub inventory reconciliation as required.
• Shipping management. Co-ordination of any special shipping arrangement with the manufacturing locations/divisions, freight companies and warehouse as relevant. This will cover activities such as: Premium freight, agreement on freight cost liability and drop shipments.
• Complaint Handling (Quality Notifications and Dispute Management). Process customer complaints on the SAP system per the company guidelines. Co-ordinate relevant corrective actions with customer, sales engineers and plants to replace defect products and close the issue by providing 8D reports, credit notes etc. Maintain customer websites where requested.
• Distribution Scrap allowance as applicable. Process distribution scrap requests per contractual agreement and within company guidelines.
• Initiate requests for SAP Master Data maintenance:

• Customer master;

• Customer Material info records;

• Material master.

• Customer Scorecards. Review and coordinate feedback of any required corrective action based on scorecard data with Sales and inform the customer.
• Monthly reporting. Provide input (Red/Green flags) to CSR supervisor/manager in timely and accurate manner.
• Customer visits in co-ordination with appropriate stakeholders.
• Understand, support and contribute to current Molex Total Quality Management (TQM), Six Sigma, International Standards Organization (ISO) and Environmental, and/or Health and Safety (EH&S) Management Systems by following stated policies and procedures.
• Perform other related duties as assigned by management.

Who You Are (Basic Qualifications)

• Diploma or above; equivalent with few years of relevant Customer Service experience.
• Good PC skills are necessary including Microsoft Excel, Word & Outlook.
• 2 to 3 years Customer Service experience is desirable
• Problem Solving: Offer solutions and efficient responses to meet customer requirements operating within the company guidelines and goals.
• Decision Making: Make efficient decisions meeting customer requirements following company policies and business guidelines.
• Communication skills: to liaise with internal and external contacts.
• Negotiation skills: Considering customer satisfaction and optimizing business results for Molex.

What Will Put You Ahead

• Knowledge of SAP is an advantage or knowledge in ERP system would be preferred.
• 2 to 3 years Customer Service experience gained from electronic industry.
• Proactive, flexible, shows genuine interest in customer needs.
• Organization skill
• Able to work independently in a high pressure environment
• Have a sense of urgency to address customer issues.
• Maintain confidentiality of information.
• Commercial sense is important as well as sensitivity to the needs of others.

At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate\xe2\x80\x99s knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.

Who We Are As a Koch company, Molex is a leading supplier of connectors and interconnect components, driving innovation in electronics and supporting industries from automotive to health care and consumer to data communications. The thousands of innovators who work for Molex have made us a global electronics leader. Our experienced people, groundbreaking products and leading-edge technologies help us deliver a wider array of solutions to more markets than ever before.

At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.