Customer Service Representative 2Emerson Electric Asia Ltd. ROHQ

Description
Responsible for order management for Fusite Sales Group, expediting of existing orders with appropriate production and planning groups; and Forecast maintenance in AS400. Exercise judgment and use of strong analytical skills to problem solve issues on behalf of team. Document Coordination and Expediting as appropriate.
Responsibilities
1. Order Entry Management
a. Review and process orders received from Fusite's International and Domestic Customers
b. Data collection from numerous sources to enter orders (new or changes) into Fusite A/S400 operating system - MacPac (MacPac Screens used: #14, #16 and #18)
c. Orders may be received via email (Fusite, Orders mailbox), customer web based systems such as The Portal, Oracle or Ultriva. Acknowledge orders on customer systems as necessary
d. Reference the following basic information, which details use of Fusite's MacPac system for order entry or order changes
• SWI-03-01 (Work Instruction for Order Entry)
• See "ORDER ENTRY TRAINING DOCUMENT"
• PowerPoint presentation - "MacPac Order Revision Instructions"
2. Provide information on customer orders and inquiries though phone, fax and email.
3. Provides price and lead time information of standard items.
4. Provides Sales Acknowledgment and Terms and Conditions for all Purchase Orders received via email
5. Operate AS400 order printing process by transferring spool files from PRT02 library files to our designated sales library under the supervision of Leandro Libunao
6. Ensures accuracy on all Sales Orders by designating Quality Audit for all processed sales orders Daily
7. Forecast maintenance for all Fusite's Customers on MacPac AS400
8. Provides and Reviews Forecast versus Actuals Report for FEP as needed by Sales Manager
9. Conduct and Maintain Sales Orders and Purchase Orders Record Retention in Fusite SharePoint. Update records within 1-day of receiving customer order except for special cases like bulk orders received in a certain day (5 years for Domestic and 6 years for International accounts)
10. Processes Affiliates requests for MRO items and coordinates with Fusite Supply chain
11. Update and Maintains Misc-Min Spreadsheet for all Fusite Affiliates on Fusite Compliance SharePoint
12. Tracks all orders processed for sale order activity/volume measurement
13. Implements process improvements and projects that will improve efficiency and overall output
14. Provides recommendation and collaborates with the Fusite Manila team in identifying areas for improvement
15. Check PO for possible issues and pro-actively find an alternative solution or options for the customers
16. Reviews Customer's PO's Terms and Condition
17. Resolves order issues encountered during entry by calling the sales managers/customers for clarification and resolution;
18. Manage and review open backlog to determine expediting course of action as necessaryRequirements
Graduate of any four-year business or behavioral discipline course
Graduate of any engineering discipline course will also be considered
At least two (2) years' experience gained from interactive customer service and related functions
At least three (3) years' experience gained from marketing, industrial sales, supply chain, engineering, manufacturing and technology business
Knowledgeable in Heating Ventilation Air Conditioning Refrigeration (HVACR)
Data entry experience and have knowledge of commonly used concepts, practices and procedures relating to order entry.
Organizational skills are a must.
Accuracy and attention to detail
Above average spoken and written communication skills
Must have excellent computer skills, understands the internet and be able to utilize web based sites
Practical knowledge on Oracle e-business suite, Ekanban system, Portal, Ultriva System, AS400, and SharePoint.
Must be able to correspond via e-mail.
Word processing/spreadsheet knowledge
Comfortable with using a variety of non-MS Office Computer Applications
Office environment; must interact extensively with sales, materials, and operations staff on an immediate basis.