Customer Service Representative
Dow Thailand Group (Dow Chemical Thailand, the SCG-Dow Group)Dow Thailand Co., Ltd. has an opening for position for Customer Service Representative located at Bangkok office. This position is reporting to Customer Service Leader. This position will interface with customers and multiple business and functional partners to deliver exceptional service to customers and profitability to Dow. By building successful relationships, they pull together and align multiple internal resources and capabilities, toward the goal of zero defect customer satisfaction.
You manage the entry of orders, from initial contact with the customer or electronic channel, through material flow, until the product arrives at the correct time, with the correct product, with the correct equipment and correct paperwork to the customer. In the event of a service failure, the Customer Service Representative initiates the corrective action for resolution of the failure, and takes the lead position in resolution for the customer. It is expected they know what it takes to go above and beyond the daily calls from customers; to build customer loyalty and confidence.
- To support the growth objectives of the business by providing the highest possible quality of customer service.
- To promote service excellence and customer satisfaction through delivery of formal processes based on regional standard.
- To champion the Voice of the Customer (by providing or delivering quality service that meets or exceeds customer requirements), the Voice of the Process (by maintaining formal work practices and procedures), and the Voice of the Stakeholder (by boosting continued customer support and promoting customer retention / loyalty)
- Perform Order Management Activities: Handles routine and non-routine customer order activities, including managing customer demand, following up on samples. Leading the activities of the order process utilizing work process, business strategy, and best practice to ensure high quality service.
- Display Customer Advocate Leadership: Requires the desire and determination to meet and exceed customer expectations. Champions customer needs across all Dow functions. Realizes and anticipates how events and trends are likely to affect the customer’s future needs and satisfaction.
- Execute System and Technology Requirements: Execute complex work processes through multiple systems and technology including: SAP, Elemica, and Document Control System as examples.
- Problem Solver: Demonstrates persistence in overcoming resistance or objections leads conflict resolution and reaches win- win agreements. Uses knowledge of Dow and Business strategies to make decisions and take action that improve performance in their area of responsibility.
- Order Entry: Utilizing the ERP system to accurately and timely place customer orders. The CSR typically works with a very complex combination of order scenarios, such as multiple sourcing location, various modes of transport, and hundreds of products
- Accountability for Action: Demonstrates urgency, acts promptly and quickly removes road blocks while assessing multiple opportunities. This requires prioritization by impact, and accountability for taking actions that keep things moving forward.
- Exceeding customer expectations through successful customer relationships
- Strong working knowledge of market dynamics and customers goals and objectives
- Be proactive in order receipt and handling work process.
- Create value through the optimization of freight, ability to prevent pre-buys, utilizing optimum ship points and package size as well as logistic improvements.
- Forecasting customer order patterns
- Comply with internal and external control requirements
- Bachelor’s degree in any field
- New Grad to 5 years of experience in customer service field
- Fluent in English in speaking, reading, and writing, Desirable TOEIC score is 700 minimum
- Strong interpersonal and communication skills
- Ability to work with cross functions and cross businesses.
- Proficiency using SAP, Microsoft office and related.
- Manage conflicting priorities, prioritizing both customer and company requirements while acting in a professional manner.
- Proactively, problem solving
- Must have strong, mature teamwork skills and a desire to work within a team environment.
- Provident Fund
- Staff training and development
- Overtime
- Accommodation allowance (in other provinces)
- 5-day work week
- Social security
- Health insurance
- Accident Insurance
- Performance/results-based bonus
- Annual bonus
Dow (NYSE: DOW) is one of the world's leading materials science companies, serving customers in high-growth markets such as packaging, infrastructure, mobility and consumer applications. Our global breadth, asset integration and scale, focused innovation, leading business positions and commitment to sustainability enable us to achieve profitable growth and help deliver a sustainable future. We operate manufacturing sites in 31 countries and employ approximately 35,900 people. Dow delivered sales of approximately $45 billion in 2023.